The primary role of the Customer Service Assistant (officially referred to as Customer Service Officer in the text) will be to respond to a variety of customer requests concerning the Single Window System at the various Border Points. The Customer Service Assistant will be the first point of contact and will attend to queries and inquiries via telephone, email, or site visits.
Duties and Responsibilities
Answer incoming enquiries and requests for information received by e-mail, fax, SMS or voice mail. Ensuring that all customers’ queries are answered according to KenTrade’s customer service charter.
Ensure complaints or compliments are keyed in system or escalated to the Supervisor.
Prepare operational/daily reports as appropriate and forward to the Supervisor.
Provide advice and assistance to customers in the most appropriate format to meet their needs, demonstrating due attention to customer care and professional approach at all times.
Receive and process follow up information about previous requests and reports and updating systems as appropriate.
Use the provided software applications and other electronic information systems appropriately and in accordance with procedure.
Quickly identify situations requiring specialist information and direct customers appropriately.
Maintain awareness of all relevant service developments and participate in all aspects of training so as to improve effectiveness and efficiency of service delivery.
Help out in any other area of the Customer Care Department.
Minimum Academic, Professional Qualifications and Experience
Diploma in a Business, Trade or ICT related field.
Computer Proficiency Course.
Meets provision of Chapter Six of the Constitution of Kenya.
How to Apply
Method of Application
Qualified and interested candidates are requested to submit their application letter, curriculum vitae (containing details of qualifications, work experience, email and telephone contacts including names, telephone and email contacts of three (3) referees familiar with the candidate’s previous work experience) and copies of all certificates & relevant testimonials.
Successful candidates shall be required to obtain and submit valid copies of the following documents before an offer is made:
Certificate of Good Conduct from the Directorate of Criminal investigations (CID)
Clearance Certificate from the Higher Education Loans Board (HELB)
Tax Compliance Certificate from Kenya Revenue Authority (KRA)
Clearance form from the Ethics & Anti-corruption Authority (EACC)
Clearance certificate from a recognized Credit Reference Bureau (CRB)
You will be directed to the e-recruitment portal where you can create a user account or edit your profile.
Complete your profile by filling out the following tabs: Biodata, Academic qualifications, Professional qualifications, Employment history, and Referees.
Attach your application letter, CV, and certificates.
Input current and expected salary.
Submit the application and verify it under "My Applications".
All applications must be received not later than 5:00 p.m. on 4th August 2026. Only applications received through the recruitment portal will be considered.
Applications letters should be addressed to:
The Chief Executive Officer Kenya Trade Network Agency P.O. Box 36943 – 00200 NAIROBI
