Contact Centre Assistant (2 Posts)

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



• Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;

• Ensure that all customers’ queries are addressed according to the KenTrade customer service charter;

• Ensure complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;

• Prepare operational/daily reports and forward to supervisor;

• Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism;

• Adhere to day to day running and operations of the Call Centre including set Key Performance Indicators KPIs;

• Ensure adherence to systems and processes for timely and accurate reporting;

• Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;

• Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.



Minimum Academic, Professional Qualifications and Experience



• Diploma in relevant field

• Certificate in Computer Application

• Meets provision of chapter six of the Constitution