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Contact Centre Assistant (2 Posts)
Kenya Trade Network Agency (KenTrade)
Nairobi
Full-time
Government
Customer Service & Support
Entry Level
Salary: Open / Negotiable
Posted 7 hours ago
Deadline: Aug 04, 2026About the Company
Kenya Trade Network Agency (KenTrade) is a state corporation established in 2011 to facilitate trade in Kenya.
Job Description
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 fulfil the agency’s mandate.
Key Responsibilities
- Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS;
- Ensure that all customers’ queries are addressed according to the KenTrade customer service charter;
- Ensure complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
- Prepare operational/daily reports and forward to supervisor;
- Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism;
- Adhere to day to day running and operations of the Call Centre including set Key Performance Indicators (KPIs);
- Ensure adherence to systems and processes for timely and accurate reporting;
- Work in coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
- Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Requirements
- Diploma in relevant field
- Certificate in Computer Application
- Meets provision of chapter six of the Constitution
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How to Apply
Job Details
- Function
- Customer Service & Support
- Industry
- Government
- Type
- Full-time
- Location
- Nairobi
- Experience
- Entry Level
- Salary
- Open
- Posted
- Jul 14, 2026
- Views
- 21
- Deadline
- Aug 04, 2026