KenTrade is hiring a Customer Service Assistant skilled in query resolution, database maintenance, and CRM systems.
Purpose for the job
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. The Customer Service officer will be the first point of contact and
will attend to Queries and inquiries via the telephone/ email or site visits.
Duties and Responsibilities
- Answer incoming enquiries and requests for information received by
e-mail, fax, SMS or voice mail. Ensuring that all customers’ queries are
answered according to KenTrade’s customer service charter.
- Ensure complaints or compliments are keyed in system or escalated to
the Supervisor.
- Prepare operational/daily reports as appropriate and forward to the
Supervisor.
- Provide advice and assistance to customers in the most appropriate
format to meet their needs, demonstrating due attention to customer care
and professional approach at all times.
- Receive and process follow up information about previous requests
and reports and updating systems as appropriate.
- Use the provided software applications and other electronic
information systems appropriately and in accordance with procedure.
- Quickly identify situations requiring specialist information and
direct customers appropriately.
- Maintain awareness of all relevant service developments and
participate in all aspects of training so as to improve effectiveness and
efficiency of service delivery.
- Help out in any other area of the Customer Care Department.
Minimum Academic,
Professional Qualifications and Experience
- Diploma in a Business, Trade or ICT related field.
- Computer Proficiency Course
- 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
