Job Description
SENIOR CUSTOMER CARE ASSISTANT, JOB GRADE – SEZA 7 REF: SEZA/HR/2023/12/8
a) Job Description
Duties and Responsibilities
(i) Maintaining calls register;
(ii) Answering and directing telephone calls;
(iii) Updating institutional telephone directory; attending to physically challenged visitors
and staff;
(iv) Verifying telephone bills before payments; reporting promptly any switchboard defects
to the supervisor;
(v) Directing and guiding visitors; liaising with telephone service providers; providing good
customer care service;
(vi) Supervising and guiding junior staff;
(vii) Collecting customer information, analyzing customer needs and giving
recommendations to the management.
b) Requirements for Appointment
For appointment to this grade a candidate must have: -
(i) At least four (4) years relevant Experience;
(ii) A Diploma Certificate in Public Relations, Mass Communication, Communication
Studies, Journalism, International relations or any other approved equivalent
qualifications from a recognized institution;
(iii) Minimum KCSE C- (minus) or its equivalent
(iv) Certificate in Telephone Operation, Reception and Front Office or its equivalent from
a recognized institution;
(v) Telephone Occupational Test II from a recognized institution;
(vi) Certificate in Customer Care from a recognized institution;
(vii) Demonstrated merit and shown ability as reflected in work performance and results;
(viii) Proficiency in computer applications; and
(ix) Fulfill the requirements of Chapter 6 of the Constitution.