(10 Posts)
Purpose of the position: The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points.
Duties & Responsibilities:
Implement a customer service policy for the organization.
Ensure efficient and prompt handling of all Customers’ inquiries / complaints whether relayed by phone, letter, e-mail or in person
Provide system support to KNESWS users through telephone, email or premise visits.
Providing training to KNESWS users on the business process and operations of the system.
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.
Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
Prepare daily, weekly, and monthly statistical reports as appropriate.
Create and maintain a positive, supportive, customer oriented environment for all the organization and non- organization clients
Supervise and manage all customer service assistants.
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
A university degree in Business Administration or any other related discipline from a recognized institution.
Evidence of qualifications in ICT.
At least four (4) years’ relevant experience in Customer Service in an automated Business environment handling major accounts in the public or private sector.
Experience/ Knowledge of trade logistics will be an added advantage
Excellent communication (Listening) and analytical skills with track record of ability to meet strict reporting deadlines.
Attention to details and accuracy
Stress tolerance and good telephone skills
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.