KenTrade is hiring a Contact Centre Assistant skilled in inbound call handling, query resolution, and CRM database management.
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
How to Apply
Qualified
and interested candidates are requested to submit their application letter,
curriculum vitae (that contains details of qualifications, work experience,
email and telephone contacts including names, telephone and email contacts of
three (3) referees who must be familiar with the candidates’ previous work
experience) and copies of all certificates & relevant testimonials.
Successful
candidates shall be required to obtain and submit valid copies of the following
documents before an offer is made.
- Certificate of Good Conduct from the Directorate of Criminal
investigations (CID)
- Clearance Certificate from the Higher Education Loans Board (HELB)
- Tax Compliance Certificate from Kenya Revenue Authority (KRA)
- Clearance form from the Ethics & Anti-corruption Authority
(EACC)
- Clearance certificate from a recognized Credit Reference Bureau
(CRB)
From
there, you will be directed to the e-recruitment portal where you can:
- Create a user account
- Create your profile – Edit your profile if you already have an
account.
The
information on the profile is split into tabs that the user must fill out
before submitting a job application which includes the following:
- Biodata – General information about the applicant
- Academic qualifications – attach certificates
- Professional qualifications – attach certificates
- Employment history – Record of previous employers
- Referees
- Attach application letter, CV
- Input current and expected salary
- Submit application
- Click My Applications to check or confirm if your application has
been successfully submitted.
All
applications must be received not later than 5.00p.m on 4th August 2026.
Only applications received through the recruitment portal will be considered.
Applications letters should be addressed to:
The Chief Executive Officer
Kenya Trade Network Agency
P O Box 36943 – 00200
NAIROBI
