Assistant Customer Experience Officer (11 Positions) at HELB

Ref. No. HELB/021 - Grade 9 (11 Positions)
Please use acxofficer@helb.co.ke to apply for this position

Job Profile
The job holder will be responsible for ensuring effective delivery of quality customer service to walk-in customers at
Huduma Centres, email and telephone call inquiries across the country while ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), across the country and from diaspora customers.

a) Job Specifications
Duties and responsibilities at this level will entail: -
I. Handling walk ins, incoming & outgoing calls, emails and social media service related enquiries;
II. Ensuring all customer enquiries are accurately captured for closure and/or follow through;
III. Ensuring escalated customer enquiries are closed and the customer updated;
IV. Disseminating the Board’s publicity updates in the event of any queries
V. Managing the reception desks; and
VI. Guiding and directing customers.

b) Person Specifications
For appointment to this grade a candidate must have: -
I. Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized
institution
II. Minimum KCSE C- (minus) or its equivalent from a recognized institution
III. Proficiency in Computer Skills
IV. Fulfil the requirements of Chapter 6 of the Constitution

c) Key Skills and Competencies
I. Public Relations skills
II. Good communication skills in both English and Kiswahili
The Officers shall be engaged on contract of up to three (3) years renewable subject to performance and retirement age.

HOW TO APPLY:
Qualified and interested applicants who meet the above requirements are required to submit their job application letters, curriculum vitae, certified copies of academic and professional certificates and relevant testimonials quoting the Title and Reference Number of the position on the cover letter and envelope on or before 16th February 2026 addressed to:

The Chief Executive Officer
Higher Education Loans Board
Anniversary Towers, 19th Floor
P.O. Box 69489 - 00400
NAIROBI, KENYA

Soft copies to be sent to the specific email addresses provided (Please use acxofficer@helb.co.ke to apply for this position) for each position. This information is available on https://www.helb.co.ke/career/ Shortlisted candidates will be required to present their Valid Chapter Six Requirements.
HELB is an equal opportunity employer. HELB encourages applications