Customer Service & Contact Centre Department - 3 Posts At Kenya Trade Network Agency (Kentrade)

Duties & ResponsibilitiesAct as a single point of contact for phone calls and emails from users. The assistant listens, logs, and responds to customer inquiries, requests, and complaints.Recognize, document, and inform the supervisor regarding trends in external customer calls.Anticipate potential needs or problems of customers.Follow through on commitments made to customers.Make recommendations of alternate solutions if customer expectations cannot be met and follow relevant escalation contact protocols.Maintain confidentiality of information.Achieve first contact resolution (FCR).Handle customer complaints or issues satisfactorily.Record details of comments, inquiries, complaints, and actions taken.Prioritize received issues to identify and escalate situations requiring urgent attention first.Provide accurate information about organizations, services, and related agencies.Create and maintain a positive, supportive, customer-oriented environment for all clients.Record details of comments, inquiries, complaints, and actions taken.Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.Academic/Professional RequirementsShould be a Kenyan Citizen aged between 20 and 35 years.Should be available full-time for the duration of the program (3 months).Should be a continuing student in any field from an accredited Institution and have the relevant transcripts/result slips/letter from the training institution.Be Computer Literate and have strong communication skills.Willingness to work in shifts, weekends/holidays, and long hours.Customer-focused.Ability to multitask with a high-stress tolerance level.Problem analysis and problem-solving skills.Planning and organizing skills.Team-oriented.