Call Center Assistant

Kenya Trade Network Agency – KENTRADE
Vacancy Announcement
The Kenya Trade Network Agency (KENTRADE) is a State Corporation under the National Treasury whose mandate is to implement, operationalize and manage the Kenya National Electronic Single Window System (KNESWS) as well as Trade Facilitation.
KENTRADE was established under an Executive Order and gazetted as Legal Notice No 6 of 2011 on 28th January 2011.
To fulfill its mandate, KENTRADE wishes to engage suitably qualified candidates who meet the requirements of Chapter 6 of the Kenya Constitution for the following positions:
Customer Service Department
 
Call Center Assistant
Reports to: Call Center Officer

Job Purpose: This job function predominantly entails answering queries, handling complaints and providing information to customers for effective and efficient operations in order to support the fulfillment of KENTRADE’s mission.
Based at KENTRADE’s Call Center, the Call Center Assistant responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by ensuring first contact resolution (FCR).
Duties & Responsibilities
Act as a single point of contact for phone calls and emails from users. The call center agent shall listen, log and respond to customer enquiries via email and phone
Recognizing, documenting, and informing the supervisor regarding the trends in external customer calls.
Anticipating potential needs or problems of customers.
Following through on commitments made to customers
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Maintaining confidentiality of information
Achieving first contact resolution (FCR)
Handling complaints or issues satisfactorily
Recording details of comments, inquiries, complaints, and actions taken.
Prioritize received issues in order to identify and escalate situations requiring urgent attention first.
Providing accurate information about organizations services
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Working Conditions
1. Hours of work will vary and shift work will be required.
2. Assistants may be required to sit for long periods of time.
Qualifications and Experience
Minimum of Bachelor’s degree in Information Communication Technology or related field form a reputable institution.
Computer Literacy (MS Office) is essential
Experience in Call Centre operations desirable.
Excellent communication skills both oral and written
Ability to multi task with high stress tolerance level.
Personal and Professional Integrity
Team oriented
Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae, copies of certificates & testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience.
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than 5.00pm on Friday, 26th July 2013.
The Chief Executive Officer Kenya Trade Network Agency
1st Floor, Embankment Plaza Longonot Rd – Upperhill
P.O. Box 36943-00200 Nairobi
Email: vacancies@kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.