Contact Centre Assistant Job Vacancies at Kenya Trade Network Agency (KenTrade)

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Job Ref: 799

Nairobi

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Contact Centre Assistant (2 posts) – KTNA 9
Job Title : Contact Centre Assistant
Reports to : Contact Centre Officer
Duty Station : Nairobi

Purpose for the Job
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.

Duties and Responsibilities
1. Effective management of inbound and outbound enquiries received through
telephone calls, e-mail, SMS;
2. Ensuring that all customers’ queries are addressed according to the KenTrade
customer service charter;
3. Ensuring complaints or compliments are captured in the system and escalated
to Subject Matter Experts within agreed timelines;
4. Preparing operational/daily reports and forward to supervisor;
5. Provide advice and communication using “scripts” when handling customers
in the most appropriate format, demonstrating due attention to details and
professionalism.
6. Adhering to day to day running and operations of the Call Centre including
set Key Performance Indicators (KPIs);
7. Ensure adherence to systems and processes for timely and accurate reporting;
8. Work in coordination with IT and Trade Facilitation and Value Add Services
team for quicker response and resolution to customer issues;
9. 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. Diploma in relevant field
ii. 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.