Purpose for the Job

Responding to customer requests, queries and complaints through phone calls, emails,
social media, web chat and walk-ins. It involves professional handling of customers by
providing exceptional customer service in order to fulfil the agency’s mandate.

Duties and Responsibilities

1) Effective management of inbound and outbound enquiries received through
telephone calls, e-mail, SMS;
2) Ensure that all customers’ queries are addressed according to the KenTrade
customer service charter;
3) Ensure complaints or compliments are captured in system and escalated to Subject
Matter Experts within agreed timelines;
4) Prepare operational/daily reports and forward to supervisor;
5) Provide advice and communication using “scripts” when handling customers in the
most appropriate format, demonstrating due attention to details and
professionalism;
6) Adhere to day to day running and operations of the Call Centre including set Key
Performance Indicators (KPIs);
7) Ensure adherence to systems and processes for timely and accurate reporting;
8) Work in coordination with IT and Trade Facilitation and Value Add Services team
for quicker response and resolution to customer issues;
9) Undertake such other duties as may be reasonably required and which are
consistent with the level of responsibility of this job role.