The Customer Care Officer I is responsible for receiving clients and addressing their issues in a timely and efficient manner within the Independent Policing Oversight Authority (IPOA). The role focuses on facilitating professional communication between the public and the Authority, ensuring that all inquiries and complaints are handled in accordance with the Authority’s Service Delivery Charter.
Key Responsibilities
Supporting the implementation of policies, strategies, guidelines, plans, standards, and procedures that impact customer care while ensuring compliance with applicable laws and regulations.
Implementing the Authority’s customer care function to enhance client satisfaction in line with the Authority’s Service Delivery Charter.
Receiving client concerns, queries, and complaints and forwarding them to the relevant directorate or department.
Receiving, attending to, and directing customers and telephone calls to relevant office areas.
Supporting the conducting of customer satisfaction exit interviews.
Consolidating data for compiling reports in customer care.
Updating records related to customer care.
Implementing risk mitigation measures in the division.
Developing and implementing the individual work plan of staff.
Requirements and Qualifications
Must have served for a period of three (3) years in the grade of Customer Care Officer II, IPOA 9 in a comparable and relevant position.
Bachelor’s Degree in any of the following disciplines: Business Administration, Public Relations, Customer Care Management, or its equivalent from a recognized institution.
Proficiency in computer applications.
How to Apply
Interested and qualified candidates should visit the official Independent Policing Oversight Authority (IPOA) website at www.ipoa.go.ke to apply.
