Assistant Customer Experience Officer Job HELB Nairobi, Kenya

Reference: HELB/021 Grade: 9

Key Responsibilities

Successful candidates will support HELB customers through its Contact Centre and other service channels.

Responsibilities include:

• Responding to customer enquiries professionally.
• Handling walk-in customers at Huduma Centres.
• Managing inbound and outbound customer calls.
• Responding to customer emails.
• Providing support through web chat.
• Assisting customers through HELB’s website and digital platforms.
• Handling social media enquiries.
• Resolving customer complaints and service requests.
• Providing accurate information on HELB products and services.
• Escalating complex customer issues where necessary.
• Maintaining high customer service standards across all contact channels.

How to Apply

Application Email: acxofficer@helb.co.ke

Qualified applicants should prepare the following documents:

• Application letter
• Updated Curriculum Vitae (CV)
• Certified copies of academic certificates
• Certified copies of professional certificates
• Copy of National ID or passport
• Relevant testimonials

Applicants should clearly quote the job title and reference number of the position they are applying for on both the cover letter and envelope.

Hard-copy applications should be addressed to:

The Chief Executive Officer
Higher Education Loans Board
Anniversary Towers, 19th Floor
P.O. Box 69489 – 00400
Nairobi, Kenya

Applicants should also submit soft-copy applications to the dedicated email address indicated for each position.