Posted: 2026-07-17 05:59:06  Deadline: August 04, 2026   Full-time   Salary: Confidential

The Kenya Trade Network Agency (KenTrade) is inviting applications from qualified candidates for the position of Contact Centre Assistant. The successful candidates will respond to customer requests, inquiries, and complaints through phone calls, email, social media, web chat, and walk in visits while delivering professional and high quality customer service in support of the Agency's mandate.

Position Details

Position: Contact Centre Assistant.
Job Grade: KTNA 9.
Number of Posts: 2.
Employer: Kenya Trade Network Agency (KenTrade).
Reports to: Contact Centre Officer.
Duty Stations: Nairobi and Mombasa.

Key Responsibilities

Manage inbound and outbound customer inquiries received through telephone calls, email, and SMS.
Ensure all customer inquiries are handled in accordance with the KenTrade Customer Service Charter.
Capture customer complaints and compliments in the system and escalate them to Subject Matter Experts within agreed timelines.
Prepare daily operational reports and submit them to the supervisor.
Provide customer guidance using approved scripts while maintaining professionalism and attention to detail.
Support the day to day operations of the Contact Centre and achieve the established Key Performance Indicators.
Ensure compliance with systems and processes for timely and accurate reporting.
Work closely with the IT and Trade Facilitation and Value Add Services teams to ensure prompt resolution of customer issues.
Perform any other duties assigned that are consistent with the responsibilities of the role.

Qualifications

Diploma in a relevant field.
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.