Contact Centre Assistant (KTNA 9)

About the role

The Contact Centre Assistant will handle customer enquiries and complaints across multiple channels, ensuring a high standard of service that aligns with KenTrade’s mandate. This position supports the agency’s trade facilitation efforts by providing timely and accurate information to clients.

Key responsibilities

• Manage inbound and outbound enquiries received via phone, email, SMS and social media.
• Address customer queries in line with the KenTrade Customer Service Charter.
• Record complaints or compliments in the system and escalate to Subject Matter Experts within agreed timelines.
• Prepare daily operational reports and forward them to the supervisor.
• Use approved scripts to communicate with customers, ensuring professionalism and attention to detail.
• Meet daily Call Centre Key Performance Indicators (KPIs).
• Follow systems and processes for accurate and timely reporting.
• Coordinate with IT and the Trade Facilitation & Value‑Add Services team to resolve customer issues quickly.
• Perform any other duties reasonably required for the role.

Required profile

• Diploma in a relevant field.
• Certificate in Computer Application.
• Compliance with Chapter Six of the Constitution.

Required skills