Customer Service Officer – KTNA 7

About the role

The Kenya Trade Network Agency (KenTrade) is seeking a Customer Service Officer to serve as the first point of contact for users of the Single Window System at border points. You will handle inquiries via phone, email, and on‑site visits, ensuring smooth interaction with the KNESWS platform.

Key responsibilities

• Implement and uphold the agency’s customer service policy.
• Respond promptly to all customer inquiries and complaints through multiple channels.
• Provide system support and training to KNESWS users.
• Identify service trends, recommend improvements, and implement changes within agreed timelines.
• Maintain detailed records of interactions, inquiries, and actions taken.
• Prepare daily, weekly, and monthly statistical reports.
• Supervise and manage customer service assistants.
• Undertake additional duties consistent with the role’s responsibility level.

Required profile

• Bachelor’s degree in Commerce, Business Administration, ICT or a related field from a recognized institution.
• Certificate in Computer Application.
• Compliance with chapter six of the Constitution (as required).

Required skills

• Proficiency in computer applications.