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Friday, February 24, 2017
KASNEB Senior Customer Service Officer Vacancy in Kenya
KASNEB is a professional examinations body which operates under the Accountants Act, No. 15 of 2008, the Certified Public Secretaries of Kenya Act, Cap 534 of 1988 and the Investment and Financial Analysts Act, No.13 of 2015.
The mandate of KASNEB is to develop syllabuses, conduct professional, diploma and technician examinations; certify candidates in accountancy, finance, credit, governance and management, information communication technology and related disciplines; promote its qualifications globally and accredit relevant training institutions.
The vision of KASNEB is to be a world-class professional examinations body.
In keeping with current strategic needs, KASNEB seeks to recruit a suitable candidate for the following position:
Senior Officer, Customer Service
Job Level 5
Overall Purpose: The Senior Officer, Customer Service will be responsible for managing the main reception, customer care desk and the contact centre.
Key duties and responsibilities:
Reporting to the Head of Marketing and Corporate Affairs, the Senior Officer, Customer Service will be responsible for:
(i) Coordinating and implementing customer satisfaction surveys and implementing the findings and recommendations.
(ii) Gathering and delivering accurate information and communicating with customers by various communication channels.
(iii) Ensuring that customers are attended to promptly in a courteous manner.
(iv) Improving the overall customer relationship/customer experience.
(v) Resolving customers’ queries in accordance with the existing policy.
(vi) Liaising with officers at the Huduma Service Centres on customer enquiries and concerns.
(vii) Ensuring staff performance management in the section through a target-based system.
(viii) Ensuring risk management within the area of operation.
(ix) Ensuring the implementation of the ISO Quality Management System in the area of operation.
(x) Performing any other duties as may be assigned from time to time.
Academic / Professional Qualifications and Experience
The ideal candidate will possess the following:
(i) Bachelor’s degree in Marketing, Communication, Public Relations, Media Studies or related discipline from a recognised university.
(ii) Master’s degree in related field from a recognised university will be an added advantage.
(iii) Membership in good standing of a recognised professional body.
(iv) A minimum of five (5) years relevant experience three (3) of which should be in middle management in a large organisation and three (3) years relevant experience for serving members of staff.
Key personal attributes / functional skills
The ideal candidate should:
(i) Be honest, trustworthy and possess a high degree of personal integrity and professionalism.
(ii) Have demonstrated leadership qualities and management capability for responsibilities at this level.
(iii) Be result oriented and willing to multitask and meet strict deadlines.
(iv) Be a team player.
(v) Demonstrate ability to establish and maintain effective relationships with varied stakeholders.
(ix) Satisfy the provisions of Chapter Six of the Constitution of Kenya, 2010.
Interested and qualified candidates should send their applications enclosing detailed curriculum vitae, copies of transcripts, academic and professional certificates, national identity card, testimonials, current and expected salary and names and addresses of three referees so as to reach the undersigned not later than Thursday, 9 March 2017.
The envelope should be marked “CONFIDENTIAL” and indicate the “REFERENCE NUMBER” of the position applied for and be addressed to:
Chief Executive Officer KASNEB P.O. Box 41362-00100 Nairobi, Kenya
“KASNEB is an equal opportunity employer and does not discriminate any applicant on the basis of their ethnic background, sex, religion, disability, HIV status or marital status yet is attentive to gender, regional and ethnic balance”.
Kindly note that only shortlisted candidates will be contacted.
Canvassing will lead to automatic disqualification.