Description
Duties and responsibilities shall entail:
Receive and attend to visitors, clients, and stakeholders professionally.
Respond to customer inquiries through telephone, email, and other communication channels.
Provide accurate information on the Council's services, procedures, and requirements.
Record, track, and follow up customer inquiries, complaints, and feedback.
Escalate complex customer issues to the appropriate departments for resolution.
Support implementation of customer service standards, policies, and procedures.
Maintain customer service records, databases, and correspondence.
Assist in monitoring customer satisfaction and service delivery performance.
Support organization of customer engagement forums and public awareness activities.
Maintain customer service records, databases, and correspondence.
Assist in monitoring customer satisfaction and service delivery performance.
Support organization of customer engagement forums and public awareness activities.
Prepare periodic customer service reports and statistics.
Participate in quality management initiatives and continuous service improvement.
Ensure confidentiality and proper handling of customer information.
Perform any other duties assigned by the supervisor
Education
The successful candidate must possess:
Diploma in Customer Service Management, Public Relations, Communications, Business Administration, Marketing, Public Administration, Social Sciences, or a related field from a recognized institution.
Proficiency in computer applications.
Certification in Customer Service Management, Customer Experience Management, Public Relations or Customer Relationship Management (CRM) will be an added advantage.
More Details on Experience
Any relevant experience in customer service, front office operations, public relations, or a related field is an added advantage.
More Details on Skills
Required
Customer service and client relationship management.
Communication and interpersonal skills.
Complaint handling and conflict resolution.
Records management.
ICT proficiency.
Report writing.
Integrity and professionalism.
Teamwork.
Added Advantage
Knowledge of Quality Management Systems (QMS).
Knowledge of CRM systems.
Problem-solving skills.
Emotional intelligence.
Time management and organizational skills.
Ability to work under pressure.
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Minimum qualifications
BA/BSc/HND , MBA/MSc/MA , Professional Certificate
Requirements
Detailed job descriptions and application procedure can be accessed at the Council website
www.nckenya.com
Interested and qualified persons are required to make an application through the Council email:
careers@nckenya.go.ke
so as to be received on or before close of business (5.00pm) on
Monday 10th August, 2026
NB: Applications should be shared as one document in PDF
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