Contact Centre Assistant (2 Posts)

Job Title: Customer Service Representative

Purpose of the Job

Responding to customer requests, queries, and complaints through phone calls, emails, social media, web chat, and walk-ins. This role involves professional handling of customers by providing exceptional customer service in order to fulfil the agency’s mandate.

Duties and Responsibilities

• Effective management of inbound and outbound enquiries received through telephone calls, e-mail, and SMS.
• Ensure that all customers’ queries are addressed according to the KenTrade customer service charter.
• Ensure complaints or compliments are captured in the system and escalated to Subject Matter Experts within agreed timelines.
• Prepare operational/daily reports and forward to the supervisor.
• Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to detail 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 the 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.

Minimum Academic, Professional Qualifications and Experience

• Diploma in a relevant field.
• Certificate in Computer Application.
• Meets the provision of Chapter Six of the Constitution.

How to Apply

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.

Successful candidates shall be required to obtain and submit valid copies of the following documents before an offer is made:

• Certificate of Good Conduct from the Directorate of Criminal Investigations (CID)
• Clearance Certificate from the Higher Education Loans Board (HELB)
• Tax Compliance Certificate from Kenya Revenue Authority (KRA)
• Clearance form from the Ethics & Anti-corruption Authority (EACC)
• Clearance certificate from a recognized Credit Reference Bureau (CRB)

From there, you will be directed to the e-recruitment portal where you can:

• Create a user account
• 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:

• Biodata – General information about the applicant
• Academic qualifications – attach certificates
• Professional qualifications – attach certificates
• Employment history – Record of previous employers
• Referees
• Attach application letter, CV
• Input current and expected salary
• Submit application
• Click My Applications to check or confirm if your application has been successfully submitted.

All applications must be received not later than 5.00 p.m. on 4th August 2026. Only applications received through the recruitment portal will be considered. Applications letters should be addressed to:

The Chief Executive Officer
Kenya Trade Network Agency
P.O. Box 36943 – 00200
NAIROBI