Job Description
Kenya Trade Network Agency (KenTrade) is inviting applications from motivated, customer-focused, and service-oriented professionals for the position of Customer Service Assistant based at its regional offices across Kenya. This opportunity is ideal for individuals who enjoy interacting with diverse stakeholders, solving customer challenges, and supporting digital government services that simplify cross-border trade and regulatory processes. The successful candidate will become an important member of the Customer Service and Contact Centre team, contributing to the delivery of efficient, responsive, and professional support to users of the Kenya National Electronic Single Window System.
The Customer Service Assistant will serve as the first point of contact for customers seeking guidance, technical assistance, or general information regarding KenTrade services. The role requires excellent communication skills, patience, professionalism, and the ability to understand customer needs while providing accurate and timely solutions. Every interaction should reinforce confidence in the agency by ensuring enquiries are handled courteously, efficiently, and in accordance with established customer service standards.
Working closely with internal departments and external stakeholders, the successful candidate will manage enquiries received through multiple communication channels including telephone calls, email correspondence, online platforms, and face-to-face engagements. The position requires careful documentation of customer interactions, prompt escalation of complex issues, and consistent follow-up to ensure customer concerns are resolved within agreed service timelines.
The role also involves maintaining accurate customer records, preparing operational reports, monitoring service requests, and contributing to continuous service improvement initiatives. The Customer Service Assistant will actively support awareness campaigns, provide guidance on system usage, and help customers navigate digital trade services with confidence. A strong commitment to quality service delivery, confidentiality, accountability, and teamwork will be essential for success.
KenTrade seeks individuals who demonstrate integrity, adaptability, professionalism, and a genuine passion for delivering exceptional customer experiences. Candidates should possess strong organizational abilities, excellent interpersonal skills, and confidence in using modern computer applications and digital communication tools. The ability to remain calm under pressure, prioritize multiple assignments, and work effectively within established procedures will be highly valued.
This position offers an excellent opportunity to build a rewarding career within a reputable state corporation committed to enhancing Kenya's trade environment through innovation and technology. Successful candidates will gain valuable exposure to customer relationship management, public service delivery, trade facilitation systems, and digital transformation initiatives while working alongside experienced professionals dedicated to operational excellence. If you are passionate about helping customers, maintaining high service standards, and supporting efficient government service delivery, KenTrade welcomes your application for this exciting career opportunity.
Key Responsibilities
- Serve as the primary contact for customers seeking information, guidance, and support regarding KenTrade services and the National Electronic Single Window System.
- Respond professionally and promptly to enquiries received through telephone calls, emails, online platforms, and physical customer visits.
- Listen carefully to customer concerns, identify their requirements, and provide clear, accurate, and practical solutions.
- Record all customer enquiries, requests, complaints, compliments, and feedback accurately within the designated customer service management systems.
- Escalate complex technical issues or unresolved customer concerns to the appropriate supervisor or specialized department for further action.
- Monitor the progress of escalated cases and provide timely updates to customers until complete resolution is achieved.
- Maintain detailed and accurate records of customer interactions for reporting, analysis, and service improvement purposes.
- Prepare daily, weekly, and periodic operational reports highlighting enquiry trends, service requests, customer feedback, and performance indicators.
- Assist customers in understanding system procedures, application processes, and available electronic trade services.
- Guide users through system navigation and explain service requirements in a clear and customer-friendly manner.
- Ensure compliance with KenTrade customer service standards, operational procedures, and quality assurance guidelines.
- Maintain confidentiality of customer information and handle sensitive data responsibly in accordance with applicable policies.
- Support the implementation of customer satisfaction initiatives aimed at improving service quality and operational efficiency.
- Work collaboratively with technical support teams to facilitate timely resolution of customer issues affecting system accessibility or functionality.
- Identify recurring customer challenges and recommend practical solutions to enhance service delivery.
- Promote a positive customer experience by demonstrating courtesy, professionalism, empathy, and respect during every interaction.
- Participate in customer education activities, awareness programmes, exhibitions, workshops, and stakeholder engagement events whenever required.
- Monitor communication channels regularly to ensure enquiries are acknowledged and resolved within established service timelines.
- Maintain updated knowledge of KenTrade services, operational procedures, and regulatory developments affecting customers.
- Participate actively in internal training programmes to strengthen customer service knowledge, communication skills, and digital competencies.
- Assist with preparing customer information materials, guidance documents, and frequently asked questions.
- Coordinate effectively with regional offices and headquarters to ensure consistent customer service standards across all service points.
- Report emerging service issues, operational risks, and customer concerns that may require management attention.
- Support continuous improvement initiatives by providing constructive recommendations based on customer interactions and operational experience.
- Demonstrate flexibility by assisting with additional customer service duties assigned by supervisors in support of departmental objectives.
Qualifications & Requirements
- Diploma in Business Administration, Business Management, International Trade, Information and Communication Technology, Public Administration, Customer Service Management, or another closely related discipline from a recognized institution.
- Certificate in computer applications with demonstrated proficiency in Microsoft Office applications.
- Knowledge of customer relationship management principles and excellent customer care practices.
- Strong verbal and written communication skills.
- Excellent interpersonal and relationship
- building abilities.
- High level of professionalism and integrity.
- Strong organizational and administrative skills.
- Ability to multitask while maintaining accuracy.
- Effective problem
- solving and analytical skills.
- Excellent report preparation and documentation abilities.
- Strong attention to detail.
- Ability to work independently with minimal supervision.
- Demonstrated teamwork and collaboration skills.
- Ability to maintain confidentiality when handling sensitive information.
- Good time management and planning abilities.
- Customer
- focused attitude with a positive service mindset.
- Adaptability in a dynamic working environment.
- Willingness to learn new technologies and service procedures.
- Knowledge of electronic service delivery platforms is an added advantage.
- Must satisfy the requirements of Chapter Six of the Constitution of Kenya.
How to Apply
Interested candidates who meet the stated requirements are invited to submit their applications through the official recruitment process announced by the Kenya Trade Network Agency (KenTrade). Applicants should carefully complete the prescribed application procedure and attach all relevant supporting documents, including academic and professional certificates, curriculum vitae, national identification, and any additional documentation requested in the vacancy announcement. Only applications received before the stated closing date will be considered. Candidates are encouraged to ensure that all information provided is accurate, complete, and verifiable. Only shortlisted applicants will be contacted for the next stage of the recruitment process. KenTrade is an equal opportunity employer and is committed to fair, transparent, and merit-based recruitment. Women, youth, persons living with disabilities, and applicants from marginalized communities who meet the job requirements are encouraged to apply.