Job Description

The NGOs Coordination Board is a State Corporation established under Section 3 of the NGOs Coordination Act, 1990 and is charged with the responsibility to register, coordinate and regulate charitable organizations in Kenya.

The Board is also mandated under Section 7 of the NGOs Act to advise the Government on the activities of the Non-Governmental Organizations and their role in development within Kenya, and to provide policy guidelines to the Non-Governmental Organizations for harmonizing their activities to the National Development plan for Kenya.

Job Title: Senior Customer Care Assistant

Grade: NGOB 7

Division: Corporate Communications

Section / Unit: Corporate Communications

Location / Work Station: Nairobi

Reporting Relationships

• Reports to: Principal Communications Officer


• Direct Reports: Customer Care Assistant


• Indirect Reports: N/A

Job Purpose: The role is responsible for Providing efficient telephone communication services

Key Responsibilities / Duties / Tasks

I. Managerial / Supervisory Responsibilities

• Supervise and guide junior staff;

II. Operational Responsibilities / Tasks

1. Maintain calls register;

2. Answer and direct telephone calls;

3. Update the institutional telephone directory;

4. Attend to physically challenged visitors and staff;

5. Verify telephone bills before payments;

6. Report promptly any switchboard defects to the supervisor;

7. Direct and guide visitors;

8. liaise with telephone service providers;

9. Provide good customer care service;

10. Collect customer information, analyze customer needs and give recommendations to the management.

Job Dimensions:

I. Financial Responsibility: N/A

II. Responsibility for Physical Assets: Office Computer assigned to the role holder

III. Decision Making / Job Influence

1. Supervisory
2. Operational decision making

IV. Working Conditions: Normal Office Environment

Job Competencies (Knowledge, Experience and Attributes / Skills)

Academic qualifications

1. A Diploma Certificate in Public Relations, Mass Communication, Communication Studies, Journalism, International relations or any other approved equivalent qualifications from a recognized institution;

2. Minimum KCSE C- (minus) or its equivalent

3. Certificate in Telephone Operation, Reception and Front Office or its equivalent from a recognized institution;

4. Certificate in Telephone Operation, Reception and Front Office or its equivalent from a recognized institution;

5. Telephone Occupational Test II from a recognized institution or its equivalent;

6. Certificate in Supervisory Skills Development Course lasting not less than two (2) weeks from a recognized institution or its equivalent;

Professional Qualifications / Membership to professional bodies: N/A

Previous relevant work experience required: At least four (4) years relevant Experience;

Functional Skills, Behavioral Competencies / Attributes:

1. Demonstrated merit and shown ability as reflected in work performance and results;

2. Proficiency in computer applications;

3. Fulfill the requirements of Chapter 6 of the Constitution.

Application Procedure

Applications are invited from qualified persons for the positions shown below.

Interested and qualified persons are requested get the comprehensive job description form the Board’s website: www.ngobureau.go.ke

(i) Applicants should provide all the details requested for in the advertisement. It is an offence to include incorrect information in the application. Details of academic and professional certificates not obtained by closure of the advert will not be accepted thereafter.

(ii) Only shortlisted and successful applicants will be contacted.

(iii) Canvassing in any form will lead to automatic disqualification.

(iv) The NGOs Co-ordination Board is committed to implementing the provisions of the Constitution – Article 232 (1) on fair competition and merit, representation of Kenya’s diverse communities and affording equal employment opportunities to men and women, members of all ethnic groups and persons with disabilities. THEREFORE, PEOPLE WITH DISABILITIES, THE MARGINALIZED AND THE MINORITIES ARE ENCOURAGED TO APPLY.

(v) Shortlisted candidates shall be required to produce ORIGINAL documents of their National Identity Card, academic and professional certificates and transcripts during interviews.

(vi) All applicants are notified that it is a criminal offence to present fake certificates/documents.

(vii) Terms of engagement: Permanent and Pensionable

Applications should reach the Board on or before 30th March 2021 by close of business at 5.00 pm (East African Time).

Applicants to forward their applications ONLINE through the Board’s website: www.ngobureau.go.ke or send email to recruitment@ngobureau.go.ke. with detailed curriculum vitae and copies of certificates/testimonials addressed to:

Executive Director/CEO,
NGOs Coordination Board,
Cooperative Bank House,
15th Floor, P. O. Box 41617 – 00100, Nairobi.

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