Customer Service Assistant

Customer Service Officer

Job Purpose

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

• Answer incoming enquiries and requests for information received by e-mail, fax, SMS, or voicemail. Ensuring that all customers’ queries are answered according to KenTrade’s customer service charter.
• Ensure complaints or compliments are keyed into the system or escalated to the Supervisor.
• Prepare operational/daily reports as appropriate and forward to the Supervisor.
• Provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and a professional approach at all times.
• Receive and process follow-up information about previous requests and reports, updating systems as appropriate.
• Use the provided software applications and other electronic information systems appropriately and in accordance with procedure.
• Quickly identify situations requiring specialist information and direct customers appropriately.
• Maintain awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery.
• Help out in any other area of the Customer Care Department.

Minimum Academic, Professional Qualifications and Experience

• Diploma in a Business, Trade, or ICT-related field.
• Computer Proficiency Course.
• Meets provisions of Chapter Six of the Constitution.

Additional Requirements (to be obtained & submitted before offer)

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).

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 candidate’s previous work experience), and copies of all certificates & relevant testimonials.

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