Customer Service Intern

Kenya Network Information Centre (KeNIC) is actively seeking a motivated Customer Service Intern to join its customer care and stakeholder engagement team at the KeNIC Main Office in Nairobi, Kenya. This customer service internship opportunity is ideal for final-year students and recent graduates looking to gain hands-on experience in customer relations, domain services support, and professional service delivery within a nationally significant ICT organization.

Key Job Information

• Position: Customer Service Intern
• Organization: Kenya Network Information Centre (KeNIC)
• Location: Nairobi, Kenya (KeNIC Main Office)
• Employment Type: Internship
• Experience Level: Entry-level / Final-year student / Recent graduate
• Category: Internships and Volunteering
• Positions Available: 1
• Posting Reference: 7/2025
• Closing Date: 09 January 2026

About Kenya Network Information Centre (KeNIC)

Kenya Network Information Centre (KeNIC) is the official registry for the .ke country code top-level domain (ccTLD). The organization plays a critical role in managing Kenya’s internet namespace, supporting digital trust, and enabling secure online identities for businesses, institutions, and individuals.

As a key stakeholder in Kenya’s digital ecosystem, KeNIC operates at the intersection of technology, customer service, internet governance, and digital innovation. The organization is committed to service excellence, continuous improvement, and empowering Kenya’s digital future through reliable domain services and stakeholder engagement.

An internship at KeNIC offers exposure to a professional, service-driven environment where interns gain practical experience while contributing to meaningful national ICT operations.

Customer Service Intern – Role Overview

The Customer Service Intern role at KeNIC is designed to provide hands-on exposure to customer engagement, domain registration support, and customer retention initiatives. This internship program allows individuals to develop practical customer service skills while participating in the planning and execution of customer care activities within a structured, professional environment.

The intern will work closely with the customer service team to support registrants, respond to inquiries and complaints, conduct follow-ups on domain renewals, and assist in customer feedback initiatives. This role is well-suited for candidates interested in customer experience, business development, communication, and service excellence within the ICT sector.

Terms and Special Requirements

• Internship engagement with defined learning objectives
• Moderate travel may be required
• Occasional weekend activities depending on operational needs

Main Duties and Key Accountabilities

• Contact domain registrants to follow up on domain renewal and service continuity.
• Respond to customer inquiries, complaints, and service requests through approved communication channels.
• Follow established procedures to escalate unresolved customer issues to relevant teams.
• Assist in conducting customer surveys to gather feedback and improve service delivery.
• Participate in planning and execution of customer care initiatives and engagement activities.
• Support efforts aimed at improving customer satisfaction and retention.
• Perform any other duties as assigned in support of customer service operations.

Responsibilities

• Make outbound calls to registrants to support domain renewal follow-ups.
• Handle customer complaints and inquiries professionally while ensuring timely resolution.
• Apply customer service procedures and escalation protocols accurately.
• Contribute to initiatives focused on customer care growth and retention strategies.
• Maintain accurate records of customer interactions and feedback.

Education and Experience Requirements

• Final-year student or recent graduate holding a degree in Business, Information Technology, Social Sciences, or a related field.
• Proficiency in Microsoft Office applications, including Word, Excel, and email tools.
• Strong verbal and written communication skills with good phone etiquette.
• Demonstrated interpersonal, problem-solving, and customer engagement skills.
• Personable, presentable, articulate, and professional demeanor.

Required Competencies

• Business Development Skills: Ability to support a culture of customer service excellence within the organization.
• Communication Skills: Ability to communicate clearly and effectively in both written and verbal formats.
• Email Marketing Skills: Ability to craft compelling email subject lines, engaging content, and clear calls to action.
• Computer Proficiency: Ability to use digital tools and systems efficiently and effectively.
• Presentation Skills: Ability to deliver messages clearly and confidently to different audiences.
• Tech-Savvy: Comfort in using technology to support customer service and operational tasks.

Behavioural Competencies

• Customer-Centric Mindset: Ability to understand customer needs, prioritize timely responses, and create positive customer experiences while safeguarding organizational interests.
• Effective Communication: Ability to deliver relevant and accurate information through tailored and engaging communication channels.
• Analytical Thinking: Ability to identify problems, analyze data, extract key insights, and develop practical solutions.
• Creativity and Innovation: Ability to develop fresh ideas that address workplace challenges beyond conventional practices.

Why Choose a Customer Service Internship at KeNIC?

This Customer Service Intern opportunity in Nairobi provides valuable exposure to customer engagement within the ICT and internet services sector. Interns gain transferable skills in communication, customer relations, service operations, and professional conduct, all of which are highly sought after across industries.

The internship also supports career development for individuals interested in customer experience management, business development, public relations, or ICT service environments.

How to Apply for This Customer Service Intern Position

Interested candidates should apply using the Apply option available on the KeNIC recruitment portal. Applicants must provide a valid email address to initiate the application process.

Once the email address is submitted, eligible candidates will receive system login credentials to complete the application, upload a current CV (Word or PDF), and populate academic and employment history details.

Application Closing Date: 09 January 2026

KeNIC – Protect. Innovate. Empower Kenya’s Digital Future.