Job Description
Contact Centre Assistant – KTNA 9
Job Title: Contact Centre Assistant
Reports to: Contact Centre Officer
Duty Station: Mombasa
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 fulfill the
agency's mandate.
Duties and Responsibilities
i. Effective management of inbound and outbound enquiries received
through telephone calls, e-mail, SMS;
ii. Ensuring that all customers’ queries are addressed according to the
KenTrade customer service charter;
iii. Ensuring complaints or compliments are captured in system and escalated
to Subject Matter Experts within agreed timelines;
iv. Preparing operational/daily reports and forward to supervisor;
v. Provide advice and communication using “scripts” when handling
customers in the most appropriate format, demonstrating due attention
to details and professionalism;
vi. Adhering to day to day running and operations of the Call Centre including
set Key Performance Indicators (KPIs);
vii. Ensure adherence to systems and processes for timely and accurate
reporting;
viii. Work in coordination with IT and Trade Facilitation and Value Add
Services team for quicker response and resolution to customer issues;
ix. 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
i. Diploma in a relevant field from a recognized institution;
ii. Must meet the provisions of Chapter Six of the Constitution.