Customer Service Officer

Kenya Trade Network Agency (KenTrade) is a government agency founded in 2011, operating in the public sector. It facilitates trade through its Single Window System.

The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points. The Customer Service officer will be the first point of contact and will attend to queries and inquiries via the telephone/ email or site visits.

1. Implement a customer service policy for the organization.
2. Ensure efficient and prompt handling of all Customers’ inquiries/complaints whether relayed by phone, letter, e-mail or in person.
3. Provide system support to KNESWS users through telephone, email or premise visits.
4. Provide training to KNESWS users on the business process and operations of the system.
5. Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
6. Identify customer service trends; determine system improvements and implement desired change within agreed timelines
7. Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
8. Determine customer service requirements by undertaking research and analyzing customer needs.
9. Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
10. Prepare daily, weekly, and monthly statistical reports as appropriate.
11. Create and maintain a positive, supportive, customer oriented environment for all the organization and non- organization clients
12. Supervise and manage all customer service assistants.
13. Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.

1. Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related field from a recognized institution
2. Certificate in Computer Application
3. Meets provision of chapter six of the Constitution