Contact Centre Assistant – KTNA 9 job at Kenya Trade Network Agency (KENTRADE)


  • Full Time

Website Kenya Trade Network Agency (KENTRADE)

Contact Centre Assistant – KTNA 9
Reports to: Contact Centre Officer


Job purpose
The Contact Centre is the first point of contact and will attend to queries and inquiries via the telephone/email. The Contact Centre Assistant receive clients, calls and handle queries and provides general information about KenTrade.

Duties and Responsibilities
1. Effective management of inbound and outbound enquiries received through telephone calls, e-mail, SMS. Ensuring that all customers’ queries are addressed according to the KenTrade customer service charter;
2. Ensuring complaints or compliments are captured in system and escalated to Subject Matter Experts within agreed timelines;
3. Identify situations requiring specialist information and direct customers appropriately;
4. Preparing operational/daily reports and forward to supervisor;
5. Provide advice and communication using “scripts” when handling customers in the most appropriate format, demonstrating due attention to details and professionalism;
6. Receive and follow up of issues within set timelines and update customers promptly;
7. Meet personal/team qualitative and quantitative targets;
8. Maintain an awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery;
9. Adhering to day to day running and operations of the Call Centre including set


Key Performance Indicators (KPIs);
1. Ensure adherence to systems and processes for timely and accurate reporting;
2. Establish and maintain a customer eccentric culture among the team;
3. Work in close coordination with IT and Trade Facilitation and Value Add Services team for quicker response and resolution to customer issues;
4. 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
1. Diploma in a relevant field;
2. Certificate in Computer Application;
3. Meets provision of chapter six of the Constitution


Job application procedure
Qualified and interested candidates are requested to submit their application letter, curriculum vitae (that contains details of qualifications, work experience, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates’ previous work experience) and copies of all certificates & relevant testimonials.
1. Candidates who had applied previously are advised to re – apply
2. Shortlisted candidates shall be required to obtain and submit valid copies of the following documents at the interviews;
1. Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
2. Clearance Certificate from the Higher Education Loans Board (HELB)
3. Tax Compliance Certificate from Kenya Revenue Authority (KRA)
4. Clearance form from the Ethics & Anti-corruption Authority (EACC)
5. Clearance certificate from a recognized Credit Reference Bureau (CRB)
2. Visit: 
3. Create a user account
4. Create your profile:The information on the profile is split into tabs that the user must fill out before submitting a job application which includes the following;
1. Biodata – General Contact information about the applicant
2. Academic qualifications – with the certificates attached;
3. Professional qualifications – with the certificates attached;
4. Membership to professional bodies – with membership certificates attached;
5. Employment history – Record of previous employers
6. Referees
7. Attach application letter, CV
5. Input current and expected salary;
6. Submit application;
7. Click My Applications to check or confirm if your application has been successfully submitted;
All applications must be received not later than Monday November 22, 2021.
KenTrade values diversity therefore women and Persons With Disability (PWD) are strongly encouraged to apply.

To apply for this job please visit


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