Contact Centre Assistant (2 posts) – KTNA 9 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
- Responding
to customer requests, queries and complaints through phone calls, emails,
social media, web chat and walk-ins. It involves professional handling of
customers by providing exceptional customer service in order to fulfil the
agency’s mandate.
Duties and Responsibilities
- Effective
management of inbound and outbound enquiries received through telephone
calls, e-mail, SMS;
- Ensuring
that all customers’ queries are addressed according to the KenTrade
customer service charter;
- Ensuring
complaints or compliments are captured in the system and escalated to
Subject Matter Experts within agreed timelines;
- Preparing
operational/daily reports and forward to supervisor;
- Provide
advice and communication using “scripts” when handling customers in the
most appropriate format, demonstrating due attention to details and
professionalism.
- Adhering
to day to day running and operations of the Call Centre including set Key
Performance Indicators (KPIs);
- Ensure
adherence to systems and processes for timely and accurate reporting;
- Work
in coordination with IT and Trade Facilitation and Value Add Services team
for quicker response and resolution to customer issues;
- Undertake
such other duties as may be reasonably required and which are consistent
with the level of responsibility of this job role.
Minimum Academic, Professional Qualifications and
Experience
- Diploma
in relevant field
- Meets
provision of chapter six of the Constitution
Job Description
How to Apply
Customer Service Officer – KTNA 7 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
- The
primary role of the Customer Service Officer will be to respond to a
variety of customer requests concerning the Single Window System at the
various Border points. The Customer Service officer will be the first
point of contact and will attend to queries and inquiries via
telephone/email or site visits.
Duties and Responsibilities
- Implement
a customer service policy for the organization.
- Ensure
efficient and prompt handling of all Customers’ inquiries / complaints
whether relayed by phone, letter, e-mail or in person.
- Provide
system support to Single Window System users through telephone, email or
premise visits.
- Providing
training to Single Window System users on the business process and
operations of the system.
- Implement
customer service standards; respond promptly to customer inquiries; and
resolve problems and complaints.
- Identify
customer service trends; determine system improvements and implement
desired change within agreed timelines.
- Keep
detailed records of customer interactions and transactions, record details
of inquiries, comments, complaints, and of actions taken.
- Determine
customer service requirements by undertaking research and analyzing
customer needs.
- Improve
customer service quality and aid the supervisor in ensuring that all
relevant standards within the customer care section are met.
- Prepare
daily, weekly, and monthly statistical reports as appropriate.
- Create
and maintain a positive, supportive, customer-oriented environment for all
the organization and non- organization clients
- Supervise
and manage customer service assistants.
- Undertake
such other duties as may be reasonably required and which are consistent
with the level of responsibility of this job role.
Minimum Academic, Professional Qualifications and
Experience
- Bachelor’s’
Degree in a Commerce, Business Administration/ICT or related field from a
recognized institution
- At
least three (3) years of relevant experience.
- Meets
provision of chapter six of the Constitution
How to Apply
Quality Assurance Officer– KTNA 7 at Kenya Trade Network Agency (KenTrade
Purpose for the Job
- To
assist in determining and establishing procedures and quality standards
for all KenTrade projects and systems and to monitor the same against
agreed targets and to ensure that all KenTrade projects and internal
systems have been delivered as per standard quality in line with best
practice.
Duties and responsibilities
- Develop,
document, and execute test cases/scripts based on system specifications
and user requirements.
- Perform
testing for functional and non-functional requirements.
- Ensure
software products meet established quality standards before deployment to
production environments.
- Participate
in quality assurance for software releases.
- Coordinate
requests for production migration after testing.
- Identify,
log, and prioritize identified bugs or system inconsistencies.
- Collaborate
with project managers, business analysts and system analysts to resolve
issues.
- Collaborate
with business analysts and users during User Acceptance Testing (UAT) to
validate business requirements and user satisfaction.
- Document
test outcomes, track bug fixes, and confirm resolutions.
- Prepare
reports on test outcomes and facilitate signoffs by relevant stakeholders.
- Any
other duties assigned by the supervisor related to the role.
Minimum Academic, Professional Qualifications and
Experience
- Bachelor’s’
Degree in Information Technology, Business, Commerce, Social Sciences or
related field from a recognized institution.
- Certification
in Software Quality Assurance or Project Management.
- Three
(3) years’ experience in Software testing or related fields.
- Meets
the provision of chapter six of the constitution
How to Apply
Information Security Officer – KTNA 7 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
- The
ICT Security Officer will be responsible for safeguarding the
organization’s IT systems, networks, and data from security threats and
vulnerabilities.
Duties and Responsibilities
- Developing
and implementing IT security policies, protocols, and best practices.
- Monitoring
networks and systems for security breaches, threats, and vulnerabilities.
- Conducting
risk assessments and security audits to ensure compliance with security
standards.
- Responding
to security incidents and implementing corrective measures.
- Managing
firewalls, intrusion detection systems, and other security infrastructure
Components
- Ensuring
compliance with data protection laws and industry regulations.
- Providing
security awareness training to staff and promoting cybersecurity best
practices.
- Collaborating
with relevant stakeholders to enhance cybersecurity resilience.
- Documenting
security incidents, procedures, and mitigation strategies.
- Any
other duties assigned by the supervisor related to the role.
Minimum Academic, Professional Qualifications and
Experience
- Bachelor’s
degree in computer science, Information Technology, Cybersecurity, or a
related field.
- At
least three (3) years of relevant experience in cybersecurity.
- Strong
knowledge of IT security frameworks, policies, and best practices.
- Experience
with network security tools, firewalls, and threat detection systems.
- Proficiency
in Windows and Linux server environments.
- Certified
Ethical Hacker (CEH) or CSX Cybersecurity Practitioner (CSX-P.
- CISSP
or CompTIA Security+ will be an added advantage.
- Meets
provision of chapter six of the Constitution
How to Apply
Assistant Manager Risk Management & Compliance – KTNA 4 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
- To
advise on any risks or potential risks facing the Agency, under the
guidance of the Manager. The Risk Management Officer will guide
Departmental Heads to identify and assess threats, put plans in place to
address or mitigate the risks and guide on how to avoid, reduce or
transfer risks. The Officer will also guide the Agency on compliance
related requirements including compliance monitoring and reporting.
Duties and Responsibilities
- Plan,
design and implement an overall risk management framework for the Agency.
- Plan,
design and maintain records relating to the Corporate Quality Management
System.
- Conduct
risk-based preliminary review of all functional areas of the Agency to
establish a risk-based work plan of action at the beginning of each
financial year. The plan includes audit activities, risk management
oordination, quality management and compliance reviews.
- Ensure
the implementation of the approved work plan, directly and through
subordinates, by undertaking activities which include audit and compliance
reviews, risk management coordination and quality management system
activities and prepare reports of the same.
- Develop,
implement and review audit and risk management policies for the Agency.
- Provide
leadership to management and staff on compliance and risk aspects on
various decisions and activities.
- Coordinate
preparation and implementation of risk registers and implement them in
line with the approved work plan across all the functional areas.
- Monitor
developments in various regulations, laws and developments that affect the
Agency to ensure up to date advice on compliance and risk management.
- To
implement policies and guidelines for the development and preparation of
departmental annual work plans.
- To
manage the monitoring systems for departmental performance indicators and
standards, including ensuring data quality and compliance with internal
and external requirements.
Minimum Academic, Professional Qualifications and
Experience
- Relevant
experience of not less than eight (8) years
- Master’s
degree in economics, Strategic Management, Business
Administration/Management from or equivalent from a recognized
institution.
- Bachelor’s
degree in social sciences, Economics, Business Management, Commerce or
equivalent from a recognized institution.
- Management/Supervisory
Course lasting not less than two (2) weeks from a ecognized institution.
- Risk
Certification
- Membership
to a relevant professional body in good standing
- Attention
to detail and Good interpersonal skills
- Excellent
analytical skills
- Good
planning and organization skills.
- Must
meet the provisions of chapter six of the constitution
How to Apply
Director Trade Facilitation – KTNA 2 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
To Continuously analyze the trade facilitation trends
available for conducting trade within Kenya and globally and make appropriate
recommendations to reduce the impact of tariff and non-tariff barriers to
trade. Engage and lobby the trade community in both the public and private
sectors across the supply chain with a view to strengthening capacity as
regards to measures to facilitate and ease trade in Kenya and the region.
Oversee the Operationalization and Management of the National Electronic Single
Window System (NESWS) and other Value-Added Systems as Trade Facilitation
Tools.
Duties and Responsibilities
- Prepare
strategic business models, annual budgets and business and performance
work plans to enable trade facilitation.
- To
continuously analyze the supply chain and recommend trade facilitation
strategies required to improve trade processes and procedures by working
closely with relevant stakeholders & other partners, representatives
of business and trading community in Kenya and the region in order to
identify and specify needs, strengths and weaknesses in the existing
systems and procedures for facilitating trade.
- Conduct
consultative workshops with relevant partners to strengthen capacity,
facilitate and ease trade and cooperate with the trading community.
- To
assess the current business and to promote comprehensive cooperation and
understanding among public sector and trading community.
- To
provide expertise and recommendations as to how to adapt internationally
acclaimed trade facilitation measures to local realities.
- To
identify institutional, legal and functional gaps which hinder the
introduction of trade facilitation measures in the country and recommend
appropriate action.
- Ensure
good customer service function.
- To
engage and lobby the trade community across trade logistics.
- Manage
research & development function through the executive and optimal use
of the NESWS as a trade facilitation tool.
- To
oversee business systems reengineering among the users of single window
system continuous improvement of business environment.
Minimum Academic, Professional Qualifications and
Experience
- Relevant
experience in trade facilitation of not less than twelve (12) years, seven
(7) of which should be in a senior management position.
- Master’s
Degree business field – Commerce, economics or in any business-related
field from a recognized institution.
- Bachelor’s
degree in a business field – Commerce, economics, Computer Science,
Engineering, Actuarial Science (STEM – Science, Technology, Engineering,
and Mathematics) in addition to the master’s in business degree
Requirement or in any business-related field from a recognized
institution.
- Qualifications
and exposure in transport logistics and shipping.
- Knowledge
of international convention/agreements such as World Trade Organization,
EAC Protocol etc is an added advantage.
- Be a
member in good standing to a professional body.
- Leadership
development programme lasting not less than four (4) weeks from a
recognized institution.
- Meets
the provision of Chapter Six of the Constitution.
How to Apply
Internal Auditor – Information Systems – KTNA 7 at Kenya Trade Network Agency (KenTrade)
Purpose for the Job
- To
provide independent assurance, consulting and advisory function to the
Board and management of KenTrade meant to add value through the systematic
evaluation of the organizations processes and operations to assure the
effectiveness and efficiency of compliance, internal control, risk
management and governance processes.
Duties and Responsibilities
- Conduct
preliminary review of all areas of the organization to establish a
riskbased work plan of action at the beginning of each financial year, for
presentation to the manager internal audit for approval. The plan includes
audit activities, risk management coordination, quality management and
compliance reviews.
- Conduct
assigned audits (regulatory, compliance or operational review/audits) as
per the approved internal audit work plan to ensure effectiveness and
efficiency of operations, compliance with relevant laws, policies,
procedures and best practice.
- Perform
audits of information systems controls including system development
standards, programming controls, backup and disaster recovery, system
security, data integrity, database administration and end user control and
system maintenance.
- Reviewing
compliance with regulations, instructions and procedures in implementation
of ICT systems.
- Conduct
regular internal control assessments of the Agency’s Information Systems
and ICT Infrastructure.
- Identify
the level of conformance with established rules, regulations policies and
procedures and recommend suitability of internal control design and areas
for improvement.
- Conduct
audits of revenue and expenditure from time to time to ensure that
controls to safeguard them are maintained at all times.
- Prepare
audit finding memoranda and working papers to ensure that adequate
documentation exists to support the completed audits and conclusions.
- Effectively
test and document the results of audit carried out ensuring that
conclusions, findings and recommendations are properly supported.
- Prepare
and present written and oral reports and other technical information in a
pertinent, concise, and accurate manner for distribution to management.
- Conduct
operational, compliance, financial and investigative audits, as assigned.
- Follow
up on audit findings to ensure that management has taken corrective
action(s)
Minimum Academic, Professional Qualifications and
Experience
- At
least three (3) years’ experience in information systems auditing.
- A
bachelor’s degree in finance, Accounting, Information Systems or any other
relevant degree or its equivalent from a recognized Institution.
- Certification
in Information Systems Audit.
- Certified
Public Accountant of Kenya CPA(K)
- Membership
to the Institute of Internal Auditors in Good Standing (IIA) or Membership
with the Institute of Certified Public Accountants of Kenya (ICPAK) or
ISACA in Good Standing.
- Meets
the provision of Chapter Six of the Constitution.
How to Apply