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Assistant Customer Care Officer Job, Latest Customer Service Jobs,
Job Title: Assistant Customer Care Officer
Grade: KS 9
Corporation/Organization: Kenya Bureau of Standards
Directorate: Human Resource and Administration
Department: Marketing and Customer Care
Division: Customer Care
Section / Unit: N/A
Location / Work Station: KEBS Head office Popo Road, Off Mombasa Road
Reports to: Principal Officer, Customer Care
Direct Reports: N/A
Indirect Reports: N/A
Key Responsibilities/ Duties / Tasks
I. Managerial / Supervisory Responsibilities
II. Operational Responsibilities / Tasks
a) Receives, sorts, registers, classifies and documents all customer complaints to improve on service delivery.
b) Collects and tabulates all customer feedback from suggestion boxes at Kenya Bureau of Standards to enhance service delivery.
c) Collects data at customer contact points for development of trends to enhance organizational intelligence.
d) Supports the Customer Experience officer in compiling Loyal Customer Visit reports to enable follow up on identified service gaps and enable decision making.
e) Collects data from departments to assist in development of frequently asked questions to disseminate information to the public.
f) Monitors the Customer Experience inbox and escalate customer enquiries and complaints to the Customer Experience Manager and/or Assistant Customer Experience Manager.
g) 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.
h) Takes minutes during divisional meetings for action planning and future reference
i) Prepares divisional daily and weekly reports for process monitoring
j) Requisitions of stationery and materials from the procurement stores for the Customer Experience division.
k) Assists in logistical arrangements during the various Customer Experience activities.
l) Files and updates departmental records in order to ensure easy retrieval of information.
m) Implements the KEBS adopted management systems to ensure continual improvement of the processes.
n) Implements the KEBS adopted management system to ensure continual improvement process.
I. Financial Responsibility
II. Responsibility for Physical Assets
III. Decision Making / Job Influence
IV. Working Conditions
Job Competencies (Knowledge, Experience and Attributes / Skills).
Professional Qualifications / Membership to professional bodies
Previous relevant work experience required.
The application form, key responsibilities and job specification for the above positions must be received by 21st April 2021.
NB: Any academic certificate from foreign Institutions MUST be accompanied with a recognition certificate from Commissioner of University Education, Kenya.
Please ensure you have the following documents at hand for the application process.
1. ID & PIN Copies
2. Cover Letter
3. Curriculum Vitae
4. Academic Certificates
5. Professional Qualifications
6. Professional Bodies’ Membership Certificates
7. Constitutional Documents
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