Contact Centre Assistant – KTNA 9 at Kenya Trade Network Agency (KenTrade)

Reports to: Contact Centre Officer

Job purpose

The Contact Centre is the first point of contact and will attend to queries and inquiries via the telephone/email. The Contact Centre Assistant receive clients, calls and handle queries and provides general information about KenTrade.

Duties and Responsibilities

1. Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS. Ensuring that all customers’ queries are addressed according to the KenTrade customer service charter;
2. Ensuring complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
3. Identify situations requiring specialist information and direct customers appropriately;
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. Receive and follow up of issues within set timelines and update customers promptly;
7. Meet personal/team qualitative and quantitative targets;
8. Maintain an awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery;
9. Adhering to day to day running and operations of the Call Centre including set

Key Performance Indicators (KPIs);

1. Ensure adherence to systems and processes for timely and accurate reporting;
2. Establish and maintain a customer eccentric culture among the team;
3. Work in close coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
4. 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

1. Diploma in a relevant field;
2. Certificate in Computer Application;
3. Meets provision of chapter six of the Constitution.