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SENIOR CUSTOMER CARE ASSISTANT,

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Job Detail

  • Job ID 1004323
  • Career Level Others
  • Experience 4 Years
  • Qualifications Diploma

Job Description

 Senior Customer Care Assistant Job Grade: SEZA 7 Reference: SEZA/HR/2023/12/8

Job Description

As a Senior Customer Care Assistant at Job Grade SEZA 7, the responsibilities encompass:

(i) Call Register Maintenance: Recording and managing the calls register.

(ii) Telephone Handling: Responding to and directing telephone calls.

(iii) Directory Management: Updating the institutional telephone directory; catering to physically challenged visitors and staff.

(iv) Bill Verification: Verifying telephone bills before processing payments; promptly reporting any switchboard defects to the supervisor.

(v) Visitor Assistance: Directing and guiding visitors; collaborating with telephone service providers; ensuring exemplary customer care service.

(vi) Supervision: Overseeing and guiding junior staff.

(vii) Customer Information Collection: Collecting customer information, analyzing customer needs, and providing recommendations to the management.

Requirements for Appointment

To be eligible for appointment to this grade, candidates must fulfill the following criteria:

(i) Relevant Experience: Minimum of four (4) years of relevant experience.

(ii) Educational Qualifications: Possession of a Diploma Certificate in Public Relations, Mass Communication, Communication Studies, Journalism, International Relations, or any other approved equivalent qualification from a recognized institution.

(iii) Academic Achievement: Minimum KCSE C- (minus) or its equivalent.

(iv) Certifications: Certificate in Telephone Operation, Reception, and Front Office or its equivalent from a recognized institution; Telephone Occupational Test II from a recognized institution; Certificate in Customer Care from a recognized institution.

(v) Performance Evaluation: Demonstrated merit and ability as reflected in work performance and results.

(vi) Computer Proficiency: Proficiency in computer applications.

(vii) Chapter 6 Compliance: Fulfillment of the requirements outlined in Chapter 6 of the Constitution.

Additional Requirements

Successful candidates will be expected to fulfill the requirements of Chapter Six of the

Constitution by providing valid originals of the following documents;

  1. Police Clearance Certificate from the Directorate of Criminal Investigations;2
  2. Clearance/Compliance Certificate from Higher Education Loans Board (HELB);
  3. Tax Compliance Certificate from Kenya Revenue Authority;
  4. Clearance from Ethics and Anti-Corruption Commission (EACC); and
  5. Clearance from Credit Reference Bureau (CRB).
 
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