Job Description
Customer Service Assistant – KTNA 9
Job Title: Customer Service Assistant
Reports to: Manager, Customer Service and Contact Centre
Duty Station: Malaba
Purpose for the Job
Assist in the day to day operations of the regional offices, ensuring SLA with
partner government agencies are adhered to and ensuring the Kenya Tradenet
system users are trained in the regions.
Duties and Responsibilities
i. Support all regional stakeholders to ensure import/export process are
done in TradeNet system;
ii. Organise all regional stakeholder system sensitization forums;
iii. Implementing the customer service charter at the region and the
extended territories;
iv. Conduct periodic review of customer service processes at the regional
offices and the extended territories;
v. Facilitate and coordinate customer service survey and ensure timely
reporting;
vi. Training of the Kenya TradeNet system users at the region and their
extended territories;
vii. Ensure the resolution of all customer/Public complaints within the region;
viii. Ensure timely reports & statistics relating to customer service border
offices and the extended territories;
ix. Review and facilitate reform initiatives relating to customer processes;
x. Undertake such other duties as may be reasonably required and which are
consistent with the level of responsibility of this job role.
Minimum Academic, Professional Qualifications and Experience
i. Diploma in a relevant field from a recognized institution;
ii. Must meet the provisions of Chapter Six of the Constitution