Security Officer - Kenya Jobs at KENTRADE
Job Purpose: To ensure the provision of 24 hour security for all the Agency resources, assets and facilities as provided for by the law and Agency Policies
Duties & responsibilities
Advising the Management on the security requirements for the Agency and developing sound security policies and procedures.
Directing and controlling security operations within and around the Agency premises/facilities.
Working closely with the out-sourced security service providers to ensure effective security for the Agency and effective management of necessary service level agreements.
Managing any internal investigations and acting as liaison officer with all other interested parties, including the police, regulators and auditors.
Identifying security risks and evaluating alternative ways of addressing them.
Improving security surveillance, detection and prevention of crime in liaison with the police and other security agencies.
Preparing and managing security budgets and evaluating new technology based security solutions.
Maintaining comprehensive records of all occurrences and investigations findings and follow-up on action plans.
Gather security information (security intelligence) for quick decision making.
Install & maintain the necessary security systems aimed at avoiding thefts, pilferage and sabotage.
Liaison with government departments, law enforcement and other external agents and safety departments on security matters i.e. government security and safety departments, provincial administration, fire brigade etc.
Establish and implement strategies to prevent unauthorized entry of persons, cars and goods to restricted areas by carrying out security checks.
Plan and carry out security awareness training and sensitization briefs to all staff.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s Degree preferably in Criminology, Social sciences, Public Administration or equivalent from a recognized institution, or
A Diploma in Public Administration /Security Management with relevant professional qualifications.
Minimum six (6) years’ experience in security management in a corporate organization, or a large security firm
Experience in the disciplined forces desirable
ICT literacy a must
Excellent Knowledge of Kenyan laws and government regulations pertaining to law enforcement,
Excellent verbal and written communication skills (both English and Kiswahili).
Good networking ability with external security agencies.
Must be of unquestionable integrity with a valid certificate of Good Conduct
Possession of excellent analytical, investigative and report writing skills,
Must be physically fit
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer ____________________________________________________________
Management Accountant - Kenya Jobs at KENTRADE
Purpose of the Job: Responsible for periodic Management Accounting and financial reporting.
Duties & Responsibilities
Implement management accounting and financial reporting policies of the organization under supervision of the Finance manager.
Posting financial information and data using relevant accountant reporting software for purposes of updating books of Accounts.
Preparing periodic Management Accounts and financial reports and presentation of these reports.
Preparation of Bank reconciliations
Preparation of annual budgets and financial projections.
Maintaining and updating of assets register
Preparation of annual final accounts
Preparation of audit schedules for purposes of external audit
Facilitate external and internal audits and ensure effective implementation of audit recommendations.
Maintenance and proper filing of all records involved in management Accounting and Financial Reporting.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Commerce, Business Management, Economics or related field from a recognized University;
Possession of CPA (K)/ACCA qualifications;
Membership of good standing with ICPAK/ACCA
At least four (4) years relevant experience in a busy environment
Experience in a similar position with a Public Institution
Demonstrated experience in use of spreadsheet applications and computerized accounting systems
ICT skills
Attention to detail and the ability to work logically, consistently and accurately
Excellent numeracy skills combined with an inquiring, analytical mind
Excellent communication and interpersonal skills
Good report writing and presentation 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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Financial Accountant - Kenya Jobs at KENTRADE
Purpose of the Job:
Responsible for the financial matters of the organization
Ensuring the accurate financial accounting & reporting, ensuring statutory compliance, and preparation of annual budget.
Duties & Responsibilities
Responsible for monitoring and reporting on weekly basis the liquidity position for cash and bank accounts
Carry out duties of a Kentrade bank agent
In-charge of E- banking
Carrying out bank reconciliations
In liaison with the Human Resource and Administration Manager ensure timely and proper payroll accounting, management and salary Administration.
Preparation of payment vouchers
Processing approved payments requests.
Managing Petty cash and imprest re-imbursement systems
Handling statutory deductions and tax payments matters
Preparation and presentation of reports relevant to the duties assigned
Maintaining cheque books, cheque counterfoils and check dispatch register
Take part in preparation for both external and internal audits and ensure effective implementation of audit recommendations.
Implement and review financial Accounting policies
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Commerce, Business Management, Economics or related field from a recognized University;
Possession of CPA(K)/ACCA qualifications;
Membership of good standing with ICPAK/ACCA
At least 4 years relevant experience in a busy environment
Experience with a Public Institution.
Demonstrated experience in spreadsheet applications and computerized accounting systems
Ability to prepare financial statements and analyze financial data
Committed team player with strong managerial skills;
High analytical and organizational skills;
Excellent interpersonal and communication skills;
Good report writing and presentation 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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted. ___________________________________________________________
Procurement Officer - Kenya Jobs at KENTRADE
Job purpose: To ensure that the organization acquires the right goods, works and services through efficient and effective procurement while adhering to the relevant laws and Regulations.
Duties & Responsibilities
Serve as Secretary to the Agency’s Procurement Committee-preparation of agendas, minutes and communications relating to CPC meetings.
Prepare Invitation of bids through request for quotations
Arranging for and carrying out tender/quotation evaluations.
Preparation of orders (LPOs and LSOs) in a timely manner
Drafting and filing of various procurement related reports
Coordination of disposal of idle and obsolete stores and serve as Secretary to the Disposal Committee
Participating in negotiations with vendors
Dispatching of tender documents and other correspondences to bidders and other stakeholders.
Implementing the activities related to prequalification of suppliers
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Responsibilities
Bachelor’s degree in Purchasing & Supplies, Commerce, Business Management, Social Sciences or related field form a recognized Institution
Professional Qualifications with Chartered Institute of Purchasing & Supply (CIPS)
Membership to the Chartered Institute of Purchasing & Supply (CIPS)/ the Kenya Institute of Supplies Management (KISM) or relevant professional institution
Four (4) years’ relevant work experience in a progressively senior level
Competence in undertaking Public Sector procurement activities
Conversant with the Public Procurement Act, 2005 & Procurement Regulations, 2006.
Proficiency in Microsoft Office Suite
Excellent communication and interpersonal skills
Excellent negotiation, report writing and presentation skills
High levels of personal integrity and professionalism
Ability to meet strict deadlines and work with minimum supervision
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Human Resource Officer - Kenya Jobs at KENTRADE
Purpose of the Job: Responsible for providing support in the various human resources functions, which include Recruitment, Performance Management, Benefits Administration, Employee Welfare, employee records, etc
Duties & Responsibilities
Assist in recruitment through; drafting of notices and advertisements for vacant staff positions, Schedule and organize interviews, Participate in applicant interviews, Inform unsuccessful applicants, induction
Coordinates the performance management process and ensures effective implementation of the performance management system
Implementation of the various Human Resources activities as outlined in the policies & procedures.
Creation and updating of employee records and files
Monitor staff attendance including punctuality and absences,
Processing of employee leave applications and maintenance of leave schedules
Provide basic counseling to staff who have performance related obstacles.
Make effective arrangements for various HR activities such as job interviews, performance reviews/appraisals, staff meetings, TNA & committee meetings.
Implement the formalities of employee separation such as Conduct exit interviews, issue clearance forms, updating of employee records, calculation of final pay etc
Administration of the Staff Pension Scheme activities in liaison with the service providers and be the contact person for employee medical, group life schemes and Health & Safety Programmes etc.
Implement the Performance Contract activities relating to Human resource
Updating payroll data for processing of salaries and rewards and Administration of Statutory deductions e.g HELB, NSSF, NHIF, PAYE.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Business Administration, Commerce, Social Sciences or related field from a recognized Institution
Higher National Diploma in relevant field from a recognized institution.
At least 4 (four) years relevant work experience in a similar position.
Experience in public Sector institution desirable.
Conversant with office Security Management, Transport Management & Facilities Management.
Familiarity with public sector performance contracting process desirable
Excellent, interpersonal and communication skills including report writing and presentation skills
Ability to work within stringent deadlines and to multitask.
Excellent organizational and decision making 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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted. _____________________________________________________________
Administration Officer - Kenya Jobs at KENTRADE
Purpose of the Job: To implement activities of supportive services of the Agency, such as record-keeping, mail distribution, telephone services, receptionist/operator services, facilities management, transport management, registry services, ensure a conducive work environment, office reception and general welfare.
Duties & Responsibilities
Drafting relevant policies and procedures that are instrumental in the operations of the Administration Section and ensuring the effective implementation of approved policies
Drafting of the Administration Unit Annual work plan and Implementation of Performance contract targets relating to Administration Function
Daily coordination of Transport Facilities and services (work tickets, vehicle cleaning, repairs and maintenance, allocation, insurance, fuelling, accident handling etc)
Facilities management (repair & maintenance, management of lease agreement, office space planning, furniture layout, photocopying and printing facilities, office parking slots, washrooms, lighting, air circulation etc)
Work environment management in liaison with contractors & service providers (cleanliness, fumigation, emergency procedures, fire protection/safety, and waste management)
Ensure effective functioning of the main office reception and the office telephone exchange systems
Efficient staff welfare services such as office tea, drinking water, washroom facilities
Oversee implementation of service provider’s contracts (cleaning, courier, outside catering)
Providing feedback, direction and guidance; answering questions; and recommending and/or implementing administration actions.
Improves administration effectiveness and support service quality by devising new methods updating procedures and evaluating system results with users.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Business Administration, Commerce, Social Sciences or related field from a recognized Institution
Higher National Diploma in relevant field from a recognized institution.
At least 4 (four) years relevant work experience in a similar position.
Experience in public Sector institution desirable.
Conversant with office Security Management, Transport Management & Facilities Management.
Familiarity with public sector performance contracting process desirable
Knowledge of Fleet management, Facilities management & Records/Registry Management principles
Health & Safety procedures
Knowledge of principles and practices of administration in the areas of planning, organizing and directing including supervision.
Excellent, interpersonal and communication skills including report writing and presentation skills
Ability to work within stringent deadlines and to multitask
Excellent organizational and decision making skills
Qualifications & Responsibilities
Bachelor’s degree in Purchasing & Supplies, Commerce, Business Management , Social Sciences or related field form a recognized Institution
Professional Qualifications with Chartered Institute of Purchasing & Supply (CIPS)
Membership to the Chartered Institute of Purchasing & Supply (CIPS)/ the Kenya Institute of Supplies Management (KISM) or relevant professional institution
Four (4) years’ relevant work experience in a progressively senior level
Competence in undertaking Public Sector procurement activities
Conversant with the Public Procurement Act, 2005 & Procurement Regulations, 2006.
Proficiency in Microsoft Office Suite
Excellent communication and interpersonal skills
Excellent negotiation, report writing and presentation skills
High levels of personal integrity and professionalism
Ability to meet strict deadlines and work with minimum supervision
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Training Officer - Kenya Jobs at KENTRADE
Job purpose: To implement activities that contribute to the ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within the organization by effectively assessing the skills and knowledge within an organization and determining what training is needed to grow and retain these skills.
Duties & Responsibilities
Identifying training and development needs within an organization through Training needs analysis, appraisal schemes and regular consultation with other managers
Designing training and development programmes based on both the organization’s and the individual's needs;
Evaluating the costs of planned programmes and keeping within budgets to assess the return on investment of training or development programmes
Designing the annual training programme for the Agency and overseeing its implementation.
Serve as the Agency’s contact person with Trainers, Training Institutions and Consultants.
Implement the career progression plans and succession planning activities.
Ensure development programmes such as internship, management trainees, coaching and mentoring are going on as planned.
Conducting effective induction programmes;
Preparing documentation for Training Committee meetings
Supervise the delivery of training and development programmes
Monitoring and reviewing the progress of trainees through questionnaires and discussions with supervisors and evaluating training and development programmes;
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Business Administration, Commerce, Social Sciences or related field from a recognized Institution
Higher National Diploma in relevant field from a recognized institution.
4 (four) years relevant work experience in a similar position.
Experience in public Sector institution desirable.
Should be conversant with public sector performance contracting process
Knowledge of principles and practices of administration in the areas of planning, organizing and directing.
Excellent, interpersonal and communication skills including report writing and presentation skills
Ability to work within stringent deadlines and to multitask
Excellent organizational and decision making 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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted. ___________________________________________________________
Call Center Assistant - Kenya Jobs at KENTRADE
Job Purpose: This job function predominantly entails answering queries, handling complaints and providing information to customers for effective and efficient operations in order to support the fulfillment of KENTRADE’s mission.
Duties & Responsibilities
Act as a single point of contact for phone calls and emails from users. The call center agent shall listen, log and respond to customer enquiries via email and phone
Recognizing, documenting, and informing the supervisor regarding the trends in external customer calls.
Anticipating potential needs or problems of customers.
Following through on commitments made to customers
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Maintaining confidentiality of information
Achieving first contact resolution (FCR)
Handling complaints or issues satisfactorily
Recording details of comments, inquiries, complaints, and actions taken.
Prioritize received issues in order to identify and escalate situations requiring urgent attention first.
Providing accurate information about organizations services
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Working Conditions
1. Hours of work will vary and shift work will be required.
2. Assistants may be required to sit for long periods of time.
Qualifications and Experience
Minimum of Bachelor’s degree in Information Communication Technology or related field form a reputable institution.
Computer Literacy (MS Office) is essential
Experience in Call Centre operations desirable.
Excellent communication skills both oral and written
Ability to multi task with high stress tolerance level.
Personal and Professional Integrity
Team oriented
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Customer Service Officer - Kenya Jobs at KENTRADE
(10 Posts)
Purpose of the position: The primary role of the Customer Service Officer will be to respond to a variety of customer requests concerning the Single Window System at the various Border points.
Duties & Responsibilities:
Implement a customer service policy for the organization.
Ensure efficient and prompt handling of all Customers’ inquiries / complaints whether relayed by phone, letter, e-mail or in person
Provide system support to KNESWS users through telephone, email or premise visits.
Providing training to KNESWS users on the business process and operations of the system.
Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
Identify customer service trends; determine system improvements and implement desired change within agreed timelines
Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
Determine customer service requirements by undertaking research and analysing customer needs.
Improve customer service quality results and aid the supervisor in ensuring that all relevant standards within the customer care section are met.
Prepare daily, weekly, and monthly statistical reports as appropriate.
Create and maintain a positive, supportive, customer oriented environment for all the organization and non- organization clients
Supervise and manage all customer service assistants.
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
A university degree in Business Administration or any other related discipline from a recognized institution.
Evidence of qualifications in ICT.
At least four (4) years’ relevant experience in Customer Service in an automated Business environment handling major accounts in the public or private sector.
Experience/ Knowledge of trade logistics will be an added advantage
Excellent communication (Listening) and analytical skills with track record of ability to meet strict reporting deadlines.
Attention to details and accuracy
Stress tolerance and good telephone 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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted. ___________________________________________________________
Call Centre Officer - Kenya Jobs at KENTRADE
10 Posts
Job purpose: The Call Centre Officer will be responsible for the daily running and management of the KENTRADE Call Centre through the effective use of resources.
Duties & Responsibilities
Setting and meeting performance targets for speed, efficiency, sales and quality;
Managing the daily running of the call centre;
Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
Monitoring random calls to improve quality, minimise errors and track operative performance;
Recording statistics, user rates and the performance levels of the Center and preparing reports;
Handling the most complex customer complaints or enquiries;
Organizing staffing, including shift patterns and the number of staff required to meet demand;
Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes;
Liaise with other departments in responding to customer inquiries/queries to ensure customer satisfaction/experience
Maintain accurate customer inquiries/queries records/statistics and other support activities
Recommends roles and authorizations of users to system administration.
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Achieving first contact resolution (FCR)
Prioritize received issues in order to identify and escalate situations requiring urgent attention first.
Undertake such other duties as may be reasonably required and which are consistent with the level of responsibility of this job role.
Qualifications & Experience
Bachelor’s degree in Information Technology / Information Systems/ Business Information Technology / Commerce or equivalent degree from a recognized institution.
ITIL Certification will be an asset
Customer Service experience
Computer Literacy(MS Office) is essential
Multi-channel experience is preferred: email/phone
Experience in customer service environments an asset
Previous Contact Center experience an asset
Minimum six (6) years’ relevant experience in a similar position
Excellent communication skills both oral and written
Superior problem solving skills
Ability to multi task
Strong work ethic and Good Ethical conduct
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
Assistant Manager Customer Service & Call Centre - Kenya Jobs at KENTRADE
Job Purpose: To maintain customer satisfaction by providing problem-solving resources, managing staff and stakeholders
Duties & Responsibilities
Ensure customer expectations of the Kenya National Electronic Single Window System (KNESWS) are met
Determine customer service requirements for the KNESWS by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
Achieve customer service objectives for KNESWS by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements and implementing change.
Maximizes customer operational performance of KNESWS by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and proposing new techniques.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Meet customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Accomplish information systems and organization mission by completing related results as needed.
Implement customer-service standards; respond promptly to customer inquiries; and resolve problems and complaints;
Identify customer service trends; determine system improvements and implement desired change within agreed timelines
Keep detailed records of customer interactions and transactions, record details of inquiries, comments, complaints, and of actions taken
Determine customer service requirements by undertaking research and analysing customer needs.
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 Commerce, Business Administration or related field from a recognized institution
Master’s Degree in Business related field from a recognized institution.
Relevant Professional Qualifications
Membership to a Professional body
At least six (6) years’ relevant work experience.
Good Communication and presentation skills
Good leadership qualities with excellent interpersonal relations
Effective Planning and organization
Good negotiation skills
ICT literacy
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted. ____________________________________________________________
Manager - Customer Service - Kenya Jobs at KENTRADE
Job Purpose: Responsible for the proactive direction of the Customer Service Department in regards to use of the Kenya National Single Window System.
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 onFriday, 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: vacancies [at] kentrade.go.ke
KENTRADE is an Equal Opportunity Employer
Canvassing will lead to automatic disqualification
Only shortlisted candidates will be contacted.
