Assistant Customer Experience Officer (Grade 9)

About the role

The Assistant Customer Experience Officer will support the delivery of high‑quality service to walk‑in clients at Huduma Centres and to customers contacting the HELB Contact Centre via phone, email, web chat, website and social media. The role ensures enquiries are captured, resolved and followed‑up efficiently across Kenya and for diaspora customers.

Key responsibilities

• Handle walk‑in enquiries, inbound and outbound calls, emails and social‑media queries.
• Accurately record all customer interactions for timely closure or escalation.
• Close escalated issues and keep customers informed of progress.
• Disseminate HELB publicity updates when queried.
• Manage reception desks and direct visitors appropriately.

Required profile

• Ability to communicate clearly with the public and respond to enquiries professionally.
• Attention to detail in recording and tracking customer interactions.
• Organisational skills to manage reception areas and guide customers.
• Willingness to submit application letter, CV, certificates, ID/passport copy and relevant testimonials referencing the title and reference number.

Required skills