Job Purpose: Responsible for the proactive direction of the Customer Service Department in regards to use of the Kenya National Single Window System.
Duties & Responsibilities
Provide leadership, strategic vision and manage the Customer Service Unit of the Agency.
Prepare Strategic, Business and Performance Work Plans and annual budgets for the Customer Service Unit
Develop and implement the customer Service charter for KENTRADE
Servicing and supporting the customers of KENTRADE through the Single Window System
Developing and maintaining an effective Customer Registration and feedback process.
Oversee the operations of KENTRADE Facilitation Centres at the exit and entry borders of the country and ensure satisfactory support to users of the KNESWS.
Manage Call Center services and develops scheduling of activities for the Unit.
Maximizing customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems affecting the customer.
Identifying customer service trends; proposing KNESWS system improvements and implementing changes to ensure customer experience.
Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Conducting research through trend analysis to determine customer service requirements.
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 Marketing, Business Development or related field from a recognized institution.
Master’s Degree in Marketing, Business Administration or related field from a recognized institution.
Professional Qualification in Marketing or Customer Care/Relations
Member of a relevant professional body
At least eight (8) years’ relevant work experience from a reputable institution
Market intelligence and brand equity management
Proven track record in executing brand and media communications
New product project management skills
Experience in Sales & marketing or Supply Chain is desirable
Experience in Transport and Trade Logistics, Business Development, Cargo clearance process/procedures an advantage
ICT Literacy
Self-driven and result oriented individual
A team player with excellent communication, problem solving, analytical and interpersonal 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.
