Assistant Customer Care Officer Job in Kenya 2021
Career Employment Kenya: Assistant Customer Care Officer Job in Kenya 2021
Job Description: Today Work Kenya

Job Title: Assistant Customer Care Officer

Grade: KS 9,

Corporation/Organization:
Kenya Bureau of Standards,

Directorate: Human
Resource and Administration,

Department: Marketing
and Customer Care

Division: Customer Care

Section / Unit: N/A

Location / Work Station:
KEBS Head office Popo Road, Off Mombasa Road

Reporting Relationships

Reports to: Principal
Officer, Customer Care

Direct Reports: N/A

Indirect Reports: N/A

Job Purpose

  • To
    assist in the execution of the KEBS Customer Experience policies,
    procedures, for purpose of facilitating and providing support of
    Standardization, Metrology and Conformity Assessment to deliver on the
    KEBS vision and mandate

Key Responsibilities/ Duties / Tasks

I. Managerial / Supervisory Responsibilities

N/A

II. Operational Responsibilities / Tasks

a)      
Receives, sorts, registers, classifies and documents all customer complaints to
improve on service delivery.

b)      
Collects and tabulates all customer feedback from suggestion boxes at Kenya
Bureau of Standards to enhance service delivery.

c)      
Collects data at customer contact points for development of trends to enhance
organizational intelligence.

d)      
Supports the Customer Experience officer in compiling Loyal Customer Visit
reports to enable follow up on identified service gaps and enable decision
making.

e)      
Collects data from departments to assist in development of frequently asked
questions to disseminate information to the public.

f)       
Monitors the Customer Experience inbox and escalate customer enquiries and
complaints to the Customer Experience Manager and/or Assistant Customer
Experience Manager.

g)      
Supports the Customer Experience officer in mystery shopper activities to get
intelligence on KEBS service delivery in order to enhance service delivery and
improve customer satisfaction in the organization.

h)      
Takes minutes during divisional meetings for action planning and future
reference

i)        
Prepares divisional daily and weekly reports for process monitoring

j)        
Requisitions of stationery and materials from the procurement stores for the
Customer Experience division.

k)      
Assists in logistical arrangements during the various Customer Experience
activities.

l)        
Files and updates departmental records in order to ensure easy retrieval of
information.

m)    
Implements the KEBS adopted management systems to ensure continual improvement
of the processes.

n)      
Implements the KEBS adopted management system to ensure continual improvement
process.

Job Dimensions:

I. Financial Responsibility

II. Responsibility for Physical Assets

  • Responsible
    for physical assets assigned by the institutions: furniture, computers,
    telephone

III. Decision Making / Job Influence

IV. Working Conditions

  • Works
    predominantly within the office and Expected to travel within the country

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic qualifications

  • Diploma
    in Marketing, Public Relations, Business Administration, Communications or
    social sciences.

Professional Qualifications / Membership to professional bodies

Previous relevant work experience required.

Application Submission

The application form, key responsibilities and
job specification for the above positions must be received by 
21st April 2021.

NB: Any academic
certificate from foreign Institutions MUST be accompanied with a recognition
certificate from Commissioner of University Education, Kenya.

Please ensure you have the following documents at hand for the
application process.

1. ID & PIN Copies
2. Cover
Letter

3. Curriculum
Vitae
4. Academic
Certificates
5. Professional
Qualifications
6. Professional
Bodies’ Membership Certificates
7. Constitutional
Documents

Click here to apply