The Assistant Customer Experience Officer will be responsible for ensuring effective delivery of quality customer service to walk-in customers at Huduma Centres, email and telephone call inquiries across the country while ensuring effective delivery of quality customer service across the Contact Centre customer service channels (Inbound calls, Outbound calls, Emails, web chats, website, and social media), across Kenya and from diaspora customers.
Key Duties and Responsibilities
Handling walk-ins, incoming & outgoing calls, emails, and social media service-related enquiries.
Ensuring all customer enquiries are accurately captured for closure and/or follow-through.
Ensuring escalated customer enquiries are closed and the customer updated.
Disseminating the Board’s publicity updates in the event of any queries.
Managing reception desks and guiding and directing customers.
Minimum Qualifications and Experience
Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or equivalent from a recognized institution.
Proficiency in Computer applications.
Key Competencies and Skills
Public Relations skills.
Good communication skills in both English and Kiswahili.
Terms of Engagement
The Officers shall be engaged on a contract of up to three (3) years renewable subject to performance and retirement age.
How to Apply
Qualified and interested applicants who meet the above requirements are required to submit their job application letters, curriculum vitae, copies of academic and professional certificates, copy of Identity Card or Passport, and relevant testimonials quoting the Title and Reference Number of the position on the cover letter and envelope on or before Tuesday 1st September 2026 addressed to:
The Chief Executive Officer Higher Education Loans Board Anniversary Towers, 19th Floor P.O. Box 69489 - 00400 NAIROBI, KENYA
Soft copies should be emailed to: acxofficer@helb.co.ke
Applicants who previously submitted applications are encouraged to reapply. Successful candidates will be required to present their Valid Chapter Six Requirements.
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