Customer Service Officer

Job Title: Customer Service Officer

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

• Implement a customer service policy for the organization.
• Ensure efficient and prompt handling of all Customers’ inquiries/complaints whether relayed by phone, letter, e-mail or in person.
• Provide system support to KNESWS users through telephone, email or premise visits.
• Provide training to KNESWS users on the business process and operations of the system.
• Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints.
• Identify customer service trends; determine system improvements and implement desired change within agreed timelines.
• Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken.
• Determine customer service requirements by undertaking research and analyzing customer needs.
• Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
• Prepare daily, weekly, and monthly statistical reports as appropriate.
• Create and maintain a positive, supportive, customer oriented environment for all the organization and non-organization clients.
• Supervise and manage all customer service assistants.
• 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

• Bachelor’s Degree in Commerce, Business Administration/ICT, or a related field from a recognized institution.
• Certificate in Computer Application.
• Meets 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