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KENTRADE Vacancy in Kenya

Category: Customer care Jobs in Kenya
Posted: Jul 18, 2013

KENTRADE Vacancy in Kenya

KENTRADE Customer Service Manager Job in Kenya

KENTRADE : The Kenya Trade Network Agency  is a State Corporation under the National Treasury whose mandate is to implement, operationalize and manage the Kenya National Electronic Single Window System (KNESWS) as well as Trade Facilitation.

KENTRADE was established under an Executive Order and gazetted as Legal Notice No 6 of 2011 on 28th January 201

Kenya Trade Network Agency – KENTRADE
Vacancy Announcement
To fulfill its mandate, KENTRADE wishes to engage suitably qualified candidates who meet the requirements of Chapter 6 of the Kenya Constitution for the following positions:
Customer Service Department
Manager – Customer Service
Reports to: General Manager Operations
Responsible for: 
  • Assistant Manager Change Management
  • Assistant Manager Customer Service & Call Centre
Job Purpose: Responsible for the proactive direction of the Customer Service Department in regards to use of the Kenya National Single Window System.
The function of the Manager Customer Service will be to manage the customer relationships and escalations across the entire customer base.
Duties & Responsibilities 
  • Provide leadership, strategic vision and manage the Customer Service Unit of the Agency.
  • Prepare Strategic, Business and Performance Work Plans and annual budgets for the Customer Service Unit
  • Develop and implement the customer Service charter for KENTRADE
  • Servicing and supporting the customers of KENTRADE through the Single Window System
  • Developing and maintaining an effective Customer Registration and feedback process.
  • Oversee the operations of KENTRADE Facilitation Centres at the exit and entry borders of the country and ensure satisfactory support to users of the KNESWS.
  • Manage Call Center services and develops scheduling of activities for the Unit.
  • Maximizing customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; detecting and diagnosing problems affecting the customer.
  • Identifying customer service trends; proposing KNESWS system improvements and implementing changes to ensure customer experience.
  • Improving customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
  • Conducting research through trend analysis to determine customer service requirements.
  • Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications and Experience 
  • Bachelors’ Degree in a Marketing, Business Development or related field from a recognized institution.
  • Master’s Degree in Marketing, Business Administration or related field from a recognized institution.
  • Professional Qualification in Marketing or Customer Care/Relations
  • Member of a relevant professional body
  • At least eight (8) years’ relevant work experience from a reputable institution
  • Market intelligence and brand equity management
  • Proven track record in executing brand and media communications
  • New product project management skills
  • Experience in Sales & marketing or Supply Chain is desirable
  • Experience in Transport and Trade Logistics, Business Development, Cargo clearance process/procedures an advantage
  • ICT Literacy
  • Self-driven and result oriented individual
  • A team player with excellent communication, problem solving, analytical and interpersonal skills
Qualified and Interested candidates are requested to submit their applications, Curriculum Vitae, copies of certificates & testimonials, email and telephone contacts including names, telephone and email contacts of three (3) referees who must be familiar with the candidates previous work experience.
Applications should be addressed as detailed below and be sent by post, hand delivery or email so as to be received not later than 5.00pm on Friday, 26th July 2013.
The Chief Executive Officer
Kenya Trade Network Agency
1st Floor, Embankment Plaza Longonot Rd – Upperhill
P.O. Box 36943-00200 Nairobi
Email: [email protected]
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Careers in Kenya

Vacancy in Kenya

KENTRADE : The Kenya Trade Network Agency

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