Assistant Customer Experience Officer - 11 Posts

Organization

Higher Education Loans Board (HELB)

Position Details

Reference Number: HELB/021

Grade: 9

Number of Positions: 11

Location: Nairobi, Kenya

About the Role

This position offers the opportunity to join a leading organization in a customer-focused role. The successful candidate will be responsible for delivering quality customer service across multiple channels and locations, ensuring effective communication and support to customers throughout Kenya and the diaspora.

Key Responsibilities

• Handle walk-in customers, incoming and outgoing calls, emails, and social media service inquiries
• Accurately capture all customer inquiries for closure and/or follow-up
• Ensure escalated customer inquiries are resolved and customers are kept updated
• Disseminate Board publicity updates in response to customer queries
• Manage reception desks
• Guide and direct customers appropriately
• Provide quality customer service across Contact Centre channels including inbound calls, outbound calls, emails, web chats, website, and social media
• Serve customers at Huduma Centres and handle inquiries from across the country

Required Qualifications

• Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences, or equivalent from a recognized institution
• Minimum KCSE grade C- (minus) or equivalent from a recognized institution
• Proficiency in computer skills
• Meet the requirements of Chapter 6 of the Constitution

Essential Skills

• Public Relations skills
• Excellent communication skills in English and Kiswahili
• Customer service excellence