Our client, a professional governing body in Kenya, wishes to recruit a highly competent, passionate, dedicated and results-oriented professional to fill the position of Senior Customer Care Assistant.

The Senior Customer Care Assistant is responsible for coordinating customer service operations and ensuring the delivery of high-quality, responsive and customer-centric services that enhance stakeholder satisfaction and support the Council's service delivery mandate. The position oversees front-office operations, customer feedback management, complaint resolution, stakeholder engagement initiatives and implementation of customer service standards while promoting professionalism, efficiency and continuous service improvement across all customer touch points.

Customer Experience Management

• Coordinate front-office customer service operations.
• Ensure customers receive timely, accurate and professional assistance.
• Monitor adherence to customer service standards.
• Handle escalated customer complaints and service issues.
• Promote a customer-focused culture across the organization.

Customer Feedback and Service Improvement

• Coordinate customer satisfaction surveys.
• Analyze customer feedback and identify service improvement opportunities.
• Monitor customer service performance indicators and prepare reports.
• Maintain customer complaints and feedback records.
• Recommend improvements to customer service processes.

Stakeholder Engagement

• Support stakeholder engagement initiatives.
• Coordinate customer education and awareness programs.
• Assist in organizing customer forums and outreach activities.
• Support communication and dissemination of organizational information.

Team Coordination

• Supervise Customer Care Assistants and customer service support staff.
• Support onboarding, coaching and mentoring of customer service personnel.
• Monitor service performance and provide guidance to staff.
• Promote teamwork and service excellence.

Administrative Responsibilities

• Maintain customer service databases and records.
• Prepare periodic customer care performance reports.
• Support implementation of departmental work plans.
• Participate in budgeting and procurement processes affecting customer service operations.
• Perform any other duties as may be assigned from time to time.

• Minimum five (5) years' relevant experience in customer service, stakeholder engagement or customer relations.
• At least three (3) years' experience in a team leadership or supervisory role.
• Demonstrated merit and ability as reflected in work performance and results.
• Fulfil the requirements of Chapter Six of the Constitution of Kenya.

Required

• Customer Service and Customer Experience Management
• Communication and Interpersonal Skills
• Leadership and Team Coordination
• Conflict Resolution and Problem-Solving Skills
• Report Writing and Analytical Skills
• ICT Proficiency including CRM Systems

Added Advantage

• Emotional Intelligence
• Stakeholder Engagement Skills
• Results Orientation

HOW TO APPLY

Interested and qualified candidates are invited to submit their applications exclusively through the My Jobs in Kenya recruitment portal by visiting www.myjobsinkenya.com and following the application instructions for the respective position.

Applications submitted through email, hand delivery, postal mail or any other means shall not be considered.

For any inquiries or technical difficulties experienced during the application process, applicants may contact My Jobs in Kenya on 0718 865 888 for assistance.

Applications must be received on or before the advertised closing date and time.

Only shortlisted candidates will be contacted.

EQUAL OPPORTUNITY AND AFFIRMATIVE ACTION

The Council and My Jobs in Kenya are Equal Opportunity Employers committed to the principles of fairness, merit, inclusivity, diversity and equal access to employment opportunities.

In accordance with the Constitution of Kenya, 2010, the Public Service (Values and Principles) Act and applicable Government policies, women, youth, persons living with disabilities (PWDs), marginalized and minority communities, and individuals from underrepresented groups who meet the specified requirements are strongly encouraged to apply.

The Council is committed to maintaining a diverse workforce that reflects the people of Kenya while promoting equity, integrity, professionalism and excellence in public service.

CHAPTER SIX OF THE CONSTITUTION

Successful candidates will be required to satisfy the requirements of Chapter Six of the Constitution of Kenya, 2010 by submitting valid clearance certificates from the following institutions before appointment:

• Kenya Revenue Authority (KRA)
• Ethics and Anti-Corruption Commission (EACC)
• Directorate of Criminal Investigations (DCI) – Certificate of Good Conduct
• Higher Education Loans Board (HELB)
• A Credit Reference Bureau (CRB) licensed by the Central Bank of Kenya

IMPORTANT NOTICE

• Canvassing in any form shall lead to automatic disqualification.
• Any form of lobbying or undue influence during the recruitment process is prohibited.
• Providing false, misleading or inaccurate information at any stage of the recruitment process shall result in automatic disqualification and may lead to further legal or administrative action.
• The Council reserves the right not to make any appointment following this advertisement without assigning any reason.

DATA PRIVACY NOTICE

By submitting an application through the My Jobs in Kenya recruitment portal, applicants consent to the collection, processing and use of their personal information solely for purposes of this recruitment exercise and in accordance with the Data Protection Act, 2019. Personal information will be handled confidentially and will only be shared where required by law or for purposes directly related to the recruitment process.