Assistant Customer Experience Officer

How to Apply: Send your application to acxofficer@helb.co.ke. Ensure you include the job title and reference number on the cover letter and envelope. Address your application to The Chief Executive Officer, Higher Education Loans Board, Anniversary Towers, 19th Floor, P.O. Box 69489 - 00400, NAIROBI, KENYA. Submit your application letter, CV, copies of academic and professional certificates, copy of ID or Passport, and relevant testimonials. The deadline is Tuesday 1st September 2026.

Show You Can Handle the Frontline

This role is all about being the face and voice of HELB for walk-in customers and callers. Hiring managers will be looking for someone who can stay calm under pressure, communicate clearly in English and Kiswahili, and handle multiple channels without dropping a query.

1. Tailor your CV to customer service: Highlight any experience handling walk-ins, calls, emails, or social media inquiries. Use specific examples of how you resolved complaints or managed high volumes. Even volunteer work counts if it involved public interaction.

2. Prepare for a practical test: You might be asked to handle a mock call or walk-in scenario. Practice active listening and clear articulation. Show you can de-escalate a frustrated customer and follow up properly.

3. Emphasise your communication skills: Since both English and Kiswahili are required, be ready to demonstrate fluency in both. If you have any certificates or training in communication, include them.

4. Understand HELB's role: Research the Higher Education Loans Board and its services. Know what loans they offer and who their customers are. This shows genuine interest and preparation.

5. Show you can multitask: The role involves managing reception, calls, emails, and social media. Give examples of times you juggled multiple tasks without losing track of details.

6. Be ready to talk about public relations: The job involves disseminating publicity updates. Think about how you would communicate important information clearly and professionally to the public.

7. Highlight your computer skills: Proficiency in computer use is required. Mention any software you're comfortable with, like Microsoft Office, CRM systems, or social media platforms.

8. Prepare your documents: Have your academic certificates, ID, and testimonials ready. Make sure your application letter is well-written and addresses the specific requirements of the role.