Assistant Customer Experience Officer

Higher Education Loans Board (HELB) is recruiting Assistant Customer Experience Officers to support customer service operations across Kenya. This Assistant Customer Experience Officer jobs in Kenya opportunity is ideal for customer service professionals seeking HELB careers and the latest customer service vacancies in the public sector.

Key Job Information

• Position: Assistant Customer Experience Officer
• Reference Number: HELB/021
• Positions Available: 11
• Organization: Higher Education Loans Board (HELB)
• Grade: Grade 9
• Location: Across Kenya
• Employment Type: Contract
• Contract Period: Up to three years, renewable subject to performance and retirement age
• Application Deadline: 1 September 2026

About Higher Education Loans Board

The Higher Education Loans Board is a Kenyan public institution that supports access to higher education through student financing and related services. HELB serves customers across the country and from the diaspora through physical service points and multiple digital communication channels.

Professionals exploring jobs at HELB can contribute to improving customer interactions while supporting the organization’s commitment to accessible, responsive, and efficient public services.

Assistant Customer Experience Officer Job Description – Customer Service jobs in Kenya

The Assistant Customer Experience Officer will support the delivery of quality customer service through Huduma Centres, contact centre channels, email, telephone, web chats, websites, and social media. The role involves responding to enquiries, recording customer issues accurately, following up on escalated matters, and ensuring customers receive timely assistance.

The successful candidate will interact with customers from across Kenya and the diaspora while maintaining professionalism and accurate communication. This role provides an opportunity for professionals pursuing customer experience careers in Kenya.

Key Responsibilities

• Handle walk-in customers and respond to incoming and outgoing calls, emails, and social media enquiries.
• Capture customer enquiries accurately and ensure issues are followed through to resolution.
• Monitor escalated customer enquiries and ensure customers receive timely updates.
• Disseminate HELB publicity updates and relevant information when responding to customer queries.
• Manage reception desks and ensure customers are received professionally.
• Guide and direct customers to appropriate service points, departments, or communication channels.
• Support effective service delivery across inbound and outbound contact centre channels.
• Assist customers using web chats, websites, social media, and other available digital platforms.

Required Qualifications – Customer Service careers in Kenya

• Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences, or an equivalent qualification from a recognized institution.
• Proficiency in computer skills and the ability to work with digital customer service platforms.
• Strong public relations and customer service skills.
• Good communication skills in both English and Kiswahili.
• Ability to communicate clearly with customers from diverse backgrounds and locations.
• Applicants searching for customer service jobs in Kenya should demonstrate professionalism, patience, and a customer-focused approach.

Preferred Qualifications

• Experience handling customer enquiries through telephone, email, social media, or web-based channels.
• Experience working in a reception, contact centre, Huduma Centre, or customer-facing environment.
• Ability to manage multiple customer requests while maintaining accuracy and service quality.
• Strong interpersonal skills and a positive approach to resolving customer concerns.

Benefits and Compensation

• Contract of up to three years, renewable subject to performance and applicable retirement requirements.
• Opportunity to work within a nationally significant public institution.
• Exposure to customer service operations across physical and digital channels.
• Experience serving customers across Kenya and the diaspora.
• Opportunity for candidates seeking public sector customer service jobs.

How to Apply for Assistant Customer Experience Officer Jobs at HELB

Candidates interested in apply for Assistant Customer Experience Officer job Kenya should submit an application letter, CV, copies of academic and professional certificates, Identity Card or Passport, and relevant testimonials. The application should quote HELB/021 and the position title on the cover letter and envelope.

Applications should be addressed to the Chief Executive Officer, Higher Education Loans Board, Anniversary Towers, 19th Floor, P.O. Box 69489-00400, Nairobi, Kenya, and received by 1 September 2026. Soft copies should also be sent to [email protected]. Applicants who previously submitted applications are encouraged to reapply. Successful candidates will be required to present valid Chapter Six clearance documents. HELB is an equal opportunity employer and encourages qualified women, youth, marginalized communities, and persons with disabilities to apply.