50 Customer Care Assistants – Universities Fund(UF) | Apply Today

Customer Care Assistant – Universities Fund

• Position: Customer Care Assistant
• Company: Universities Fund (UF)
• Location: Across Kenya’s Public Universities
• Type of Job: Temporary, 3-month contract
• Reporting to: Principal Customer Care Assistant
• Application Deadline: 11th October 2024

---

Introduction

The Universities Fund (UF) is a pivotal institution established under Section 53 of the Universities Act, 2012, to finance universities in Kenya. Operating since 2016, it is overseen by the Universities Funding Board (UFB), a body responsible for developing and implementing funding criteria, advising the Cabinet Secretary on university funding matters, and ensuring fair distribution of funds. The Universities Fund also mobilizes resources from the Government, donors, and other sources to achieve its mission of supporting quality higher education in the country.

To align with its 2024-2027 Strategic Plan, the Universities Fund is seeking to recruit 50 qualified Customer Care Assistants to support its operations across public universities. This is an exciting opportunity for those passionate about customer service, problem-solving, and making a difference in the higher education sector.

---

Key Responsibilities

As a Customer Care Assistant, you will play a vital role in supporting the Universities Fund’s mission by ensuring smooth communication and resolution of stakeholder issues. The core responsibilities of this role include:

• Operate a Contact Centre: Manage both incoming and outgoing calls, answering queries from stakeholders and directing them to appropriate departments when necessary.
• Respond to Stakeholder Inquiries: Provide clear, accurate, and timely information to all university stakeholders, including students, staff, and the public.
• Resolve Stakeholder Issues and Complaints: Identify and address concerns raised by stakeholders, working closely with internal teams to find appropriate resolutions.
• Resolve Scholarship Application Issues: Offer assistance and guidance to students facing challenges with their scholarship applications.
• Maintain Accurate Records and Documentation: Keep detailed logs of calls, emails, and stakeholder interactions, ensuring proper documentation for future reference.
• Support Public Engagement and Outreach Initiatives: Participate in university outreach programs to educate the public on the Universities Fund’s initiatives and available resources.
• Contribute to Continuous Improvement Efforts: Provide feedback and suggestions to improve customer service delivery and organizational processes.
• Collaborate with Internal Teams: Work closely with colleagues in various departments to enhance overall operational efficiency and effectiveness.
• Collect Customer Information: Gather stakeholder insights, analyze their needs, and make recommendations to management for service improvement.
• Perform Other Duties as Required: Be flexible to take on additional tasks that may arise in the day-to-day operations of the Fund.

---

Qualifications and Skills

Academic Qualifications

To qualify for this position, applicants must have either a Diploma or Bachelor’s degree in one of the following fields:

• Mass Communication
• International Relations
• Communication
• Information Sciences
• Public Relations
• Journalism
• Any equivalent qualification from a recognized institution.

Functional Skills

• Strong Verbal and Written Communication: Proficient in articulating information clearly and effectively to diverse audiences.
• Knowledge of Digital Media: Familiarity with modern communication tools and trends, including social media platforms.
• Customer Relationship Management (CRM): Experience using CRM systems to track customer interactions and manage workflows.
• Stakeholder Engagement: Ability to build and maintain positive relationships with stakeholders through effective communication and responsiveness.

Behavioral Competencies

• Teamwork: Demonstrated ability to collaborate effectively with colleagues across various departments.
• Problem-solving and Initiative: A proactive approach to addressing challenges and finding solutions.
• Attention to Detail: Accuracy and thoroughness in handling stakeholder information and responding to inquiries.
• Ethical Integrity: Uphold Universities Fund’s values and ensure compliance with established guidelines.
• Self-development: Willingness to engage in continuous learning and development to enhance job performance.

---

Company Culture and Values

The Universities Fund prides itself on maintaining a culture of transparency, integrity, and excellence. As a Customer Care Assistant, you will be joining a dynamic team that values collaboration, continuous improvement, and stakeholder satisfaction. The Fund operates with a focus on providing equal access to educational resources and ensuring the financial sustainability of public universities in Kenya.

At the Universities Fund, we encourage personal growth, professional development, and the fostering of strong relationships with our stakeholders. We are committed to making a positive impact in the higher education sector, and our employees are at the heart of this mission.

---

How to Apply

Interested candidates are invited to apply by sending a cover letter, CV, and copies of their National Identity Card, academic, and professional certificates to recruitment@ufb.go.ke by 5:00 PM EAT on 11th October 2024. Please ensure that all documents are attached in the required format.

For more information, visit our website: www.universitiesfund.go.ke.

The detailed Job Description can be accessed in our website; CLICK HERE FOR FULL JD

CHIEF EXECUTIVE OFFICER UNIVERSITIES FUND

HAZINA TRADE CENTRE

5TH FLOOR

MONROVIA STREET

PO. BOX 28237 – 00100 NAIROBI

---

Compliance and Important Notices

• Shortlisted candidates will be required to present the original copies of their National Identity Card, academic and professional certificates, and transcripts during the interview process.
• Candidates with foreign qualifications must present a Recognition and Equation Certificate from the relevant body in Kenya.
• Providing incorrect information or presenting fake certificates/documents is a criminal offense and will lead to automatic disqualification.

Important Note on Fees

The Universities Fund does not charge any fees at any stage of the recruitment process. Candidates are urged to be cautious of fraudulent recruitment schemes.

• TELEGRAM CHANNEL

---

Equal Opportunity Employer 

The Universities Fund is an equal opportunity employer and is committed to promoting diversity and inclusion. We strongly encourage applications from all qualified individuals, including women, youth, persons with disabilities, and individuals from minority groups.