KEBS Customer Care - Diploma Jobs in Kenya

KEBS Customer Care - Diploma Jobs in Kenya


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

    Operational Responsibilities / Tasks

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

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

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

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

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

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

  • 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.

  • Takes minutes during divisional meetings for action planning and future reference

  • Prepares divisional daily and weekly reports for process monitoring

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

  • Assists in logistical arrangements during the
    various Customer Experience activities.

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

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

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

    Job Dimensions:

    Responsibility for Physical Assets

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

    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

  • Sign Language will be an added advantage.

    Functional Skills, Behavioral Competencies /Attributes:

    Functional

  • Time management skills.

  • Branding strategies.

  • Communication skills.

  • Digital marketing/ e commerce skills.

  • Customer care skills.

  • Analytical skills;

    Behavioural

  • Interpersonal skills.

  • Integrity.

  • Confidentiality.

  • Innovative.

    How to Apply

  • For more information and job application details, see; KEBS Customer Care - Diploma Jobs in Kenya


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