Customer Service Officers at Mount Kenya University

This position reports to the Customer Service Manager and will be responsible for responding to a variety of customer requests and inquiries via the telephone or in person over the counter. Providing and promoting a professional, high quality, front line customer focused service.

Customer Service Job Responsibilities

• Dealing with all customer inquiries in relation to the University’s services and resolving the same at first point of contact.
• Ensuring that all calls to the Campus are dealt with promptly, in line with the University’s standards and targets.
• Having full knowledge and ability to access all services to help meet the individual needs of our customers.
• Liaising with colleagues in relevant offices so as to resolve inquiries appropriately.
• Ensuring that customers are advised of alternative communication methods.
• Following current procedures when transferring a call to another member of staff for specialist advice.
• Taking ownership and responsibility for all inquiries presented to the Campus
• Dealing with all calls and enquiries received within the Campus in line with the University’s policies and procedures.
• Performing any other duty that may be assigned from time to time by the immediate supervisor.

Qualifications for the Customer Service Job

• Have a Bachelor’s degree in any of the following disciplines: Social Sciences, Management, Business Administration, Office Administration or a related degree qualification from a recognized institution;
• Have served in the position of Customer Care Officer for a minimum period of two (2) years or in a comparable and relevant position in the public or private sector;
• Have demonstrated professional competence and ability in planning and administration of Customer Care functions;
• Be proficient in the relevant computer applications;
• Have superior communication skills.
• A team player with experience in dealing with the public.