Job Purpose: To maintain customer satisfaction by providing problem-solving resources, managing staff and stakeholders
Duties & Responsibilities
Ensure customer expectations of the Kenya National Electronic Single Window System (KNESWS) are met
Determine customer service requirements for the KNESWS by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Achieve customer service objectives for KNESWS by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change.
Maximizes customer operational performance of KNESWS by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and proposing new techniques.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Accomplish information systems and organization mission by completing related results as needed.
Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
Identify customer service trends; determine system improvements and implement desired change within agreed timelines
Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
Determine customer service requirements by undertaking research and analysing customer needs.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications and Experience
Bachelors’ Degree in a Commerce, Business Administration or related field from a recognized institution
Master’s Degree in Business related field from a recognized institution.
Relevant Professional Qualifications
Membership to a Professional body
At least six (6) years’ relevant work experience.
Good Communication and presentation skills
Good leadership qualities with excellent interpersonal relations
Effective Planning and organization
Good negotiation skills
ICT literacy
Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae, copies of certificates & testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience.
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than 5.00pm onFriday, 26th July 2013.
The Chief Executive Officer
Kenya Trade Network Agency
1st Floor, Embankment Plaza Longonot Rd - Upperhill
P.O. Box 36943-00200
Nairobi
Email: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
