Senior Customer Care Assistant at Kenya Rural Roads Authority

About the Role

An exciting opportunity has arisen for a motivated professional to join the Kenya Rural Roads Authority as a Senior Customer Care Assistant.

Duties and Responsibilities

• Guide and usher clients and visitors
• Register, issue, and maintain visitor passes
• Renew and update visitor passes
• Maintain customer records and data
• Uphold the image and reputation of the Authority
• Provide general feedback to customer inquiries, escalate, and follow through on enquiries
• Resolve matters arising from the Authority's stakeholders within the customer care unit and escalate relevant cases for resolution
• Receive and direct telephone calls
• Maintain functional office telephone lines
• Coordinate reception activities
• Prepare annual training needs for the Customer Care Unit
• Evaluate and analyze visitor data and feedback to prepare quarterly reports

Required Qualifications

• Cumulative service period of nine (9) years' relevant work experience, with at least three (3) years in the grade of Customer Care Assistant I or equivalent
• Diploma in Communication, Public Relations, Customer Care, Hospitality Management, Business Administration, Business Management, Secretarial Management, or equivalent from an institution recognized in Kenya
• Membership to a relevant professional body in good standing, where applicable
• Proficiency in computer applications
• Demonstrated merit and ability as reflected in work performance and results