Assistant Customer Experience Officer: Ref. No. HELB/021 – Grade 9 (11 Positions)
Application Email: : acxofficer@helb.co.ke
Job Profile
The job holder 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 the country and from diaspora customers.
Job Specifications
The duties and responsibilities of the officer will entail assisting in:
i. Handling walk ins, incoming & outgoing calls, emails and social media service related
enquiries;
ii. Ensuring all customer enquiries are accurately captured for closure and/or follow
through;
iii. Ensuring escalated customer enquiries are closed and the customer updated;
iv. Disseminating the Board’s publicity updates in the event of any queries;
v. Managing the reception desks; and
vi. Guiding and directing customers.
Person Specifications
Minimum Requirements for appointment to the position are:
i. Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences or
equivalent from a recognized institution
ii. Proficiency in Computer Skills
Key Competencies and skills
i. Public Relations skills
ii. Good communication skills in both English and Kiswahili
The Officers shall be engaged on 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 to be sent to the email address provided for each position on
www.helb.co.ke. Applicants who previously submitted applications are encouraged
to reapply. Succesful candidates will be required to present their Valid Chapter Six
Requirements.
HELB is an equal opportunity employer. We encourage applications from all qualified
individuals including Women, Youth, Marginalized Communities and Persons With
Disabilities