Job Description
For appointment to this level a candidate must have; -
(i) Diploma in any of the following disciplines: Public Relations, International Relations and Diplomacy, Corporate Communications, Digital Communications, Front Office/ Customer Service or equivalent qualification from a recognized institution;
(ii) Good communication and interpersonal skills; meticulous attention to detail.
(iii) In-depth understanding of customer care work/practices.
(iv) Good command of spoken and written English and Swahili languages (proficiency in Sign Language will be an added advantage)
(v) Proficiency in Computer Applications; and
(vi) Fulfilled the requirements of Chapter Six of the Constitution
Coordinating all Reception/Customer Care desk activities in the College; manning the Reception/Customer Care desk; in charge of customer service to walk in and online customers, communicating courteously with customers via social media, telephone, email, letter and face to face; directing customers to online resources; ensuring professional, timely, accurate and efficient flow of information to and from customers and stakeholders; responding to various routine inquiries from internal and external stakeholders; directing complex queries to relevant officers and ensuring that feedback is promptly given; providing daily reports to the on emerging customer issues, matters not closed and other matters that require further attention; update daily logs of customers records, including notes about interactions; making recommendations to Management for improving customer experience; collecting feedback/administering feedback surveys/handling suggestion box for immediate action; supervising Reception/Customer Care Assistants working under him/ her; and supervising, training and development of staff.