Job Description
Kenya Trade Network Agency (KenTrade) is inviting applications from customer-focused, energetic, and highly organized professionals for the position of Contact Centre Assistant. This opportunity is available for two (2) positions based at the Agency's Nairobi and Mombasa offices. The successful candidates will become part of a dedicated team responsible for delivering timely, accurate, and professional customer support to a diverse range of stakeholders using the National Electronic Single Window System and other trade facilitation services.
The Contact Centre Assistant serves as a critical communication link between KenTrade and its customers by ensuring that inquiries, service requests, complaints, compliments, and technical concerns are handled efficiently through multiple communication channels. The role requires exceptional interpersonal communication skills, patience, professionalism, and the ability to provide clear guidance while maintaining high service standards. Every customer interaction contributes to strengthening confidence in the Agency's digital trade services and enhancing the overall customer experience.
Working within a structured contact canter environment, the successful candidate will respond to telephone calls, emails, web-based requests, social media messages, and walk-in visitors while ensuring consistency, courtesy, and compliance with established customer service procedures. The role demands attention to detail, strong listening skills, sound judgment, and the ability to identify customer needs before recommending appropriate solutions or escalating specialized issues to the relevant technical teams.
The Contact Centre Assistant will also contribute to continuous service improvement by maintaining accurate customer interaction records, preparing operational reports, monitoring service quality indicators, and supporting initiatives aimed at improving response times and customer satisfaction. Close collaboration with technical support teams, trade facilitation specialists, and other internal departments will be essential to ensure customer concerns are resolved promptly and effectively.
This position offers an excellent opportunity for individuals who enjoy engaging with people, solving problems, and contributing to the delivery of high-quality public services. KenTrade provides a dynamic professional environment where innovation, integrity, teamwork, accountability, and customer-centric service delivery are highly valued. Employees are encouraged to develop their skills while supporting Kenya's national agenda of improving trade efficiency through modern digital solutions.
Applicants who possess excellent communication abilities, strong organizational skills, customer service experience, and a passion for delivering outstanding client support are encouraged to apply. Successful candidates will demonstrate professionalism in every customer interaction while helping the Agency maintain exceptional service standards that support efficient trade facilitation across Kenya.
Key Responsibilities
- Receive, register, and professionally respond to customer inquiries received through telephone calls, email, web chat platforms, SMS, social media channels, and walk-in visits.
- Deliver courteous, accurate, and timely responses that comply with KenTrade's customer service standards and operational procedures.
- Guide customers on available services, digital platforms, application procedures, and trade facilitation processes using clear and understandable communication.
- Record all customer interactions accurately within the designated customer relationship management or service management systems.
- Capture customer complaints, compliments, suggestions, and service requests while ensuring complete documentation for future reference.
- Escalate technical, operational, or policy-related issues to the appropriate subject matter experts within established service timelines.
- Monitor outstanding customer cases and follow up regularly until issues are successfully resolved.
- Maintain confidentiality of customer information and handle sensitive data in accordance with organizational policies and applicable regulations.
- Support continuous improvement initiatives by identifying recurring customer concerns and recommending practical service enhancement opportunities.
- Prepare daily, weekly, and periodic operational reports summarizing customer interactions, response times, service levels, and unresolved cases.
- Ensure all customer records remain complete, organized, and accurately updated within internal systems.
- Maintain professionalism, empathy, patience, and courtesy during every customer engagement regardless of the complexity of the inquiry.
- Adhere to established contact centre schedules, attendance requirements, quality assurance standards, and performance targets.
- Work collaboratively with ICT teams, trade facilitation specialists, and other departments to ensure prompt issue resolution.
- Participate in customer awareness initiatives, outreach activities, and service improvement campaigns whenever required.
- Assist in monitoring service quality indicators and contribute towards achieving departmental Key Performance Indicators (KPIs).
- Utilize approved communication templates while adapting responses appropriately to individual customer circumstances.
- Stay informed about organizational products, services, policies, and procedural updates to provide accurate customer guidance.
- Support testing and implementation of new customer service systems and digital communication tools whenever assigned.
- Promote positive customer experiences that strengthen stakeholder confidence in KenTrade's services.
- Identify urgent service disruptions affecting customers and promptly notify supervisors for appropriate intervention.
- Maintain high levels of accuracy when documenting customer feedback and preparing service reports.
- Participate actively in departmental meetings, coaching sessions, training programmes, and continuous professional development activities.
- Build productive working relationships with colleagues to support efficient service delivery across multiple communication channels.
- Perform additional customer service and administrative responsibilities assigned by supervisors that align with the objectives of the Contact Centre function.
Qualifications & Requirements
- Diploma in Business Administration, Customer Service, Public Relations, Communication, Information Technology, Commerce, or another relevant field from a recognized institution.
- Certificate in Computer Applications.
- Demonstrated knowledge of modern customer service principles and contact canter operations.
- Excellent verbal and written communication skills.
- Strong interpersonal and relationship management abilities.
- Professional telephone etiquette and active listening skills.
- Ability to communicate clearly with customers from diverse backgrounds.
- Strong problem
- solving and analytical skills.
- Excellent organizational and time management skills.
- Ability to prioritize multiple customer requests effectively.
- High level of integrity, professionalism, and accountability.
- Strong attention to detail and accuracy.
- Good report writing and documentation skills.
- Working knowledge of Microsoft Office applications.
- Ability to learn and adapt to new customer management systems.
- Team
- oriented mindset with the ability to collaborate across departments.
- Ability to remain calm and professional under pressure.
- Commitment to delivering exceptional customer experiences.
- Compliance with the requirements of Chapter Six of the Constitution of Kenya.
How to Apply
Interested candidates should submit a detailed application demonstrating their suitability for the position, accompanied by an updated Curriculum Vitae (CV), copies of academic and professional certificates, National Identity Card or Passport, and any other supporting documents required by the employer. Applicants should ensure that all information provided is accurate, complete, and verifiable. Only shortlisted candidates will be contacted for the next stage of the recruitment process. Successful applicants will be required to satisfy the requirements of Chapter Six of the Constitution of Kenya and present the relevant clearance certificates before appointment. KenTrade is an equal opportunity employer and welcomes applications from qualified candidates regardless of gender, age, disability, or background. Women, persons with disabilities, and individuals from marginalized communities who meet the stated requirements are encouraged to apply.