Customer Service Assistant

Full Time
  • Full Time
  • Thika

Mount Kenya University

Customer Service Assistant


Mount Kenya University (MKU) seeks a qualified and experienced Customer Service Assistant to join our dynamic team. As a Customer Service Assistant, you will play a pivotal role in ensuring exceptional customer satisfaction by efficiently handling inbound calls, providing solutions to inquiries, and maintaining records. If you have excellent communication skills, a customer-centric approach, and the ability to multitask effectively, we encourage you to apply.

Employment Type: Full-time
Education: Bachelor’s degree in Communication/Marketing/Public relations or related field, or equivalent experience

Key Responsibilities:

  • Managing a high volume of inbound calls promptly and efficiently.
  • Following established procedures for transferring calls to appropriate staff members.
  • Advising customers on alternative communication methods as needed.
  • Identifying customer needs, providing solutions, and recording all interactions in the call center database.
  • Meeting personal and team targets for quality and quantity of calls handled.
  • Resolving inquiries in accordance with university policies and procedures.
  • Collaborating with colleagues to address inquiries effectively.


  • Bachelor’s degree in Communication/Marketing/Public relations or related field, or equivalent experience.
  • 1 year of experience in a customer support role, with proficiency in computer applications.
  • Strong verbal and written communication skills in English.
  • Ability to prioritize tasks and manage time effectively.

How to Apply:

Interested candidates who meet the requirements are invited to apply through the recruitment portal. Please include your salary expectations in your cover letter.




Expert Tips To Be A Successful Applicant for Customer Service Assistant:

  1. Highlight Your Communication Skills: Showcase examples of effective communication in your previous roles, emphasizing your ability to engage with customers professionally.
  2. Demonstrate Problem-Solving Abilities: Provide specific instances where you successfully resolved customer inquiries or complaints, illustrating your problem-solving skills.
  3. Emphasize Teamwork: Describe instances where you collaborated with colleagues to achieve common goals, highlighting your ability to work effectively in a team environment.
  4. Showcase Adaptability: Share experiences where you adapted to different situations or handled challenging customer interactions, demonstrating your flexibility and resilience.
  5. Highlight Customer Focus: Illustrate your commitment to customer satisfaction by sharing stories of going above and beyond to meet customer needs or expectations.
  6. Quantify Achievements: Where possible, quantify your achievements in previous roles, such as meeting or exceeding performance targets or improving customer satisfaction ratings.
  7. Stay Updated: Demonstrate your interest in the field by staying informed about industry trends, customer service best practices, and relevant technologies.
  8. Tailor Your Application: Customize your cover letter and resume to highlight relevant skills and experiences that align with the requirements of the Customer Service Assistant role.
  9. Prepare for Interviews: Anticipate common interview questions related to customer service and practice your responses to articulate your qualifications and suitability for the position.
  10. Follow Up: After applying, consider sending a polite follow-up email to express your continued interest in the position and reiterate your qualifications.


[Your Name]
[Your Address]
[City, State, Zip Code]
[Your Email Address]
[Your Phone Number]

[Hiring Manager’s Name]
Mount Kenya University
[University Address]
[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Customer Service Assistant position at Mount Kenya University, as advertised. With a Bachelor’s degree in Communication and one year of experience in customer support roles, I am confident in my ability to contribute effectively to your team.

During my previous role at XYZ Company, I successfully managed a high volume of inbound calls, providing timely and accurate solutions to customer inquiries. My strong communication skills, coupled with my ability to multitask and prioritize, allowed me to meet and exceed performance targets consistently.

I am particularly drawn to the opportunity to work at MKU because of its commitment to excellence in education and its diverse and inclusive community. I am eager to contribute to the university’s mission by delivering exceptional customer service and fostering positive relationships with students, faculty, and staff.

Thank you for considering my application. I am excited about the possibility of joining the MKU team and contributing to its success. I look forward to the opportunity to discuss how my skills and experiences align with the needs of the Customer Service Assistant role.


[Your Name]

Frequently Asked Questions:

Q1: What is the work schedule for the Customer Service Assistant position? A1: The work schedule for this position is full-time, typically Monday to Friday during regular business hours. However, occasional evening or weekend shifts may be required based on operational needs.

Q2: Is there room for advancement within the Customer Service department? A2: Yes, MKU values professional development and offers opportunities for career advancement within the Customer Service department and across the university.

Q3: What benefits are offered to employees in this role? A3: Employees in the Customer Service Assistant role are eligible for competitive salary packages, health insurance, retirement plans, professional development opportunities, and other benefits.

Q4: How does MKU support diversity and inclusion in the workplace? A4: MKU is committed to creating a diverse and inclusive workplace where all employees are valued and respected. We actively promote diversity through recruitment, training, and community engagement initiatives.

Q5: Can I apply for this position if I have limited experience in customer support roles? A5: While previous experience in customer support is preferred, we welcome applications from candidates who demonstrate strong communication skills, a customer-centric approach, and a willingness to learn.

Q6: What training and onboarding support are provided to new employees? A6: New employees receive comprehensive training and onboarding support to familiarize them with MKU’s policies, procedures, and systems, as well as specific job responsibilities.

Q7: Are there opportunities for remote work or telecommuting in this role? A7: Currently, this position requires on-campus presence. However, MKU may offer flexible work arrangements based on operational needs and individual circumstances.

Q8: How does the university handle performance evaluations and feedback for employees? A8: MKU conducts regular performance evaluations to assess employee performance, provide feedback, and identify areas for growth and development. We encourage open communication and constructive feedback.

Q9: What is the process for applying to other positions within the university after joining as a Customer Service Assistant? A9: Employees are encouraged to explore internal job opportunities and may apply for other positions within the university through the official recruitment portal.

Q10: Is there room for negotiation regarding salary expectations? A10: MKU is committed to offering competitive compensation packages based on qualifications, experience, and market rates. While salary negotiation may be considered, it is subject to university policies and budget constraints.

Possible Customer Service Assistant Interview Questions With Answers:

Q1: Can you tell us about your previous experience in customer support roles? A1: In my previous role at XYZ Company, I handled a high volume of inbound calls, addressing customer inquiries, resolving issues, and ensuring customer satisfaction. I developed strong communication and problem-solving skills, which I plan to leverage in this position at MKU to deliver exceptional service to students, faculty, and staff.

Q2: How do you prioritize tasks and manage your time effectively in a fast-paced environment? A2: I prioritize tasks based on urgency and importance, utilizing tools like to-do lists and time management techniques to ensure deadlines are met. Additionally, I am adaptable and flexible, able to adjust my priorities as needed to address changing needs and demands.

Q3: How do you handle challenging or irate customers? A3: When dealing with challenging customers, I remain calm and empathetic, actively listening to their concerns and acknowledging their feelings. I focus on finding solutions and de-escalating the situation while maintaining professionalism and respect.

Q4: Can you give an example of a time when you went above and beyond to assist a customer? A4: Certainly, there was a situation where a customer had a complex issue that required coordination with multiple departments. I took the initiative to collaborate with colleagues across departments, ensuring the customer’s needs were met promptly and effectively. The customer appreciated the extra effort, leading to positive feedback and increased satisfaction.

Q5: How do you stay updated on industry trends and best practices in customer service? A5: I regularly engage in professional development activities such as attending workshops, webinars, and reading industry publications to stay informed about the latest trends and best practices in customer service. I also actively seek feedback from colleagues and incorporate new learnings into my approach.

Q6: Can you describe a time when you successfully resolved a customer complaint? A6: Once, a customer contacted us with a complaint about a product issue. I listened attentively to their concerns, apologized for the inconvenience, and promptly initiated steps to address the problem. I kept the customer informed throughout the resolution process, ensuring they felt valued and satisfied with the outcome.

Q7: How do you handle situations where you don’t have an immediate answer to a customer’s question? A7: If I encounter a situation where I don’t have an immediate answer, I assure the customer that I will research the issue and follow up with them promptly. I then consult with relevant resources, such as colleagues or reference materials, to provide accurate information and ensure the customer’s needs are met.

Q8: What strategies do you use to maintain a positive attitude in challenging situations? A8: I maintain a positive attitude by focusing on solutions rather than dwelling on problems. I remind myself of the importance of my role in assisting customers and strive to approach challenges with a proactive and optimistic mindset. Additionally, I practice self-care techniques such as deep breathing or taking short breaks when needed to recharge.

Q9: How do you ensure confidentiality and privacy when handling sensitive customer information? A9: I adhere strictly to company policies and protocols regarding data privacy and confidentiality. I only access and share customer information on a need-to-know basis and take appropriate measures to safeguard sensitive data from unauthorized access or disclosure.

Q10: Can you describe your approach to collaborating with colleagues to resolve customer inquiries? A10: Collaboration is essential in delivering excellent customer service. I maintain open lines of communication with colleagues, sharing relevant information and insights to ensure a coordinated approach to resolving customer inquiries. By working together as a team, we can leverage our collective expertise and resources to provide comprehensive solutions to our customers.

We wish you the best in your application process and remind you that Mount Kenya University (MKU) is committed to attracting and retaining the best employees from all races and backgrounds in our continued effort to become a better development partner. We are an equal opportunity employer and do not charge any application/recruitment fees, whether refundable or not.

Salary Range Estimate: $20,000 – $25,000 per year, commensurate with qualifications and experience.

Thank you for considering a career with Mount Kenya University. We look forward to welcoming you to our team!


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