Posted: 2026-07-17 05:54:31  Deadline: August 04, 2026   Full-time   Salary: Confidential

The Kenya Trade Network Agency (KenTrade) is inviting applications from qualified candidates for the position of Customer Service Officer. The successful candidate will serve as the first point of contact for users of the Kenya National Electronic Single Window System by responding to customer inquiries, providing system support, and delivering quality customer service at the Agency's regional offices.

Position Details

Position: Customer Service Officer.
Job Grade: KTNA 7.
Number of Posts: 1.
Employer: Kenya Trade Network Agency (KenTrade).
Reports to: Manager Customer Service and Contact Centre.
Duty Station: Regional Offices.

Key Responsibilities

Implement the organization's customer service policy.
Handle customer inquiries and complaints promptly through telephone, email, letters, or in person.
Provide system support to Kenya National Electronic Single Window System users through telephone, email, and site visits.
Train users on the business processes and operation of the Kenya National Electronic Single Window System.
Implement customer service standards and resolve customer issues within agreed timelines.
Identify customer service trends and recommend system improvements.
Maintain detailed records of customer interactions, inquiries, complaints, and actions taken.
Conduct research and analyze customer needs to determine service requirements.
Improve customer service quality and support the supervisor in achieving customer care standards.
Prepare daily, weekly, and monthly customer service reports.
Create and maintain a positive and customer oriented environment for both internal and external clients.
Supervise and manage Customer Service Assistants.
Perform any other duties assigned that are consistent with the responsibilities of the role.

Qualifications

Bachelor's degree in Commerce, Business Administration, ICT, or a related field from a recognized institution.
Certificate in Computer Applications.
Must meet the requirements of Chapter Six of the Constitution.

Application Process

Interested and qualified candidates should submit their applications through the KenTrade e Recruitment Portal on or before 4th August 2026 at 5.00 p.m.

Applicants should upload the following documents:
Application letter.
Curriculum Vitae containing qualifications, work experience, email address, telephone contacts, and details of three referees familiar with the applicant's previous work experience.
Copies of academic certificates, professional certificates, and relevant testimonials.

Successful candidates will be required to submit valid copies of the following before an offer is made:
Certificate of Good Conduct from the Directorate of Criminal Investigations.
Higher Education Loans Board Clearance Certificate.
Kenya Revenue Authority Tax Compliance Certificate.
Ethics and Anti Corruption Commission Clearance Certificate.
Clearance Certificate from a recognized Credit Reference Bureau.

Apply online through: https://kentrade.go.ke/careers

Application letters should be addressed to:

The Chief Executive Officer,
Kenya Trade Network Agency,
P.O. Box 36943 - 00200,
Nairobi.

Canvassing will lead to automatic disqualification.

KenTrade values diversity. Women and Persons with Disability are strongly encouraged to apply.

Only applications submitted through the recruitment portal will be considered.