Job Title: Assistant Customer Care Officer
Grade: KS 9,
Kenya Bureau of Standards,
Resource and Administration,
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
- To assist in the execution of the KEBS Customer Experience policies, procedures, for purpose of facilitating and providing support of Standardization, Metrology and Conformity Assessment to deliver on the KEBS vision and mandate
Key Responsibilities/ Duties / Tasks
I. Managerial / Supervisory Responsibilities
II. Operational Responsibilities / Tasks
Receives, sorts, registers, classifies and documents all customer complaints to
improve on service delivery.
Collects and tabulates all customer feedback from suggestion boxes at Kenya
Bureau of Standards to enhance service delivery.
Collects data at customer contact points for development of trends to enhance
Supports the Customer Experience officer in compiling Loyal Customer Visit
reports to enable follow up on identified service gaps and enable decision
Collects data from departments to assist in development of frequently asked
questions to disseminate information to the public.
Monitors the Customer Experience inbox and escalate customer enquiries and
complaints to the Customer Experience Manager and/or Assistant Customer
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.
Takes minutes during divisional meetings for action planning and future
Prepares divisional daily and weekly reports for process monitoring
Requisitions of stationery and materials from the procurement stores for the
Customer Experience division.
Assists in logistical arrangements during the various Customer Experience
Files and updates departmental records in order to ensure easy retrieval of
Implements the KEBS adopted management systems to ensure continual improvement
of the processes.
Implements the KEBS adopted management system to ensure continual improvement
I. Financial Responsibility
II. Responsibility for Physical Assets
- Responsible for physical assets assigned by the institutions: furniture, computers, telephone
III. Decision Making / Job Influence
IV. Working Conditions
- Works predominantly within the office and Expected to travel within the country
Job Competencies (Knowledge, Experience and Attributes / Skills).
- Diploma in Marketing, Public Relations, Business Administration, Communications or social sciences.
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
1. ID & PIN Copies
Bodies’ Membership Certificates