Customer Service Officer Job at Kenya Trade Network Agency (KenTrade)

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Job Ref: 798

Nairobi

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Customer Service Officer – KTNA 7
Job Title : Customer Service Officer
Reports to : Manager Customer Service and Contact Centre
Duty Station : Nairobi

Purpose for the Job
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
telephone/email or site visits.

Duties and Responsibilities
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 Single Window System users through telephone, email or
premise visits.
4. Providing training to Single Window System 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 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 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.

Minimum Academic, Professional Qualifications and Experience
i. Bachelor’s’ Degree in a Commerce, Business Administration/ICT or related
field from a recognized institution
ii. At least three (3) years of relevant experience.
iii. Meets provision of chapter six of the Constitution

Additional Attributes

Company Name Kenya Trade Network Agency (KenTrade)

Application Deadline 2025-09-09

How to Apply

A. Qualified and interested candidates are requested to submit their application letter, curriculum vitae (that contains details of qualifications, work experience, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates’ previous work experience) and copies of all certificates & relevant testimonials.

B. Successful candidates shall be required to obtain and submit valid copies of the following documents before an offer is made.
i. Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
ii. Clearance Certificate from the Higher Education Loans Board (HELB)
iii. Tax Compliance Certificate from Kenya Revenue Authority (KRA)
iv. Clearance form from the Ethics & Anti-corruption Authority (EACC)
v. Clearance certificate from a recognized Credit Reference Bureau (CRB)

C. Visit: https://kentrade.go.ke/careers
From there, you will be directed to the e-recruitment portal where you can:
i. Create a user account
ii. Create your profile – Edit your profile if you already have an account.

- The information on the profile is split into tabs that the user must fill out before
submitting a job application which includes the following:
i. Biodata - General information about the applicant
ii. Academic qualifications – attach certificates
iii. Professional qualifications – attach certificates
iv. Employment history – Record of previous employers
v. Referees
vi. Attach application letter, CV
vii. Input current and expected salary
viii. Submit application
ix. Click My Applications to check or confirm if your application has been successfully submitted.

All applications must be received not later than Tuesday September 09, 2025

The Kenya Trade Network Agency is committed to upholding the provisions of the Constitution, specifically Chapter 232(1), which emphasizes fair competition and merit, representation of Kenya’s diverse communities, and equal employment opportunities for men and women, members of all ethnic groups, and persons with disabilities.
Therefore, persons with disabilities, marginalized groups, and minorities are strongly encouraged to apply.

Beware of fraudsters:
The Kenya Trade Network Agency does not charge any fees at any stage of the recruitment process - including application, shortlisting, interviews, or appointment.
Any individuals or parties requesting such payments while posing as Agency staff are impostors and should be reported to the relevant authorities.