Entry Level Customer Service and Office Admin Jobs at The Social Health Authority (SHA)- 69 Posts

Customer Experience Officer II (Dispatch Centre) – 15 Posts

Job Type: Full Time  Qualification: BA/BSc/HND  Experience: —  Location: Nairobi  Job Field: Customer Care

Qualifications, Skills and Experience Required:

• Bachelor’s degree in Communication, Public Communication, Public Relations, Mass Communication, Marketing, Emergency Medical Care, Public Health, or related field.

• Strong communication skills, ability to work under pressure; proficiency in call-handling and CRM systems; problem-solving ability; empathy and resilience in emergency settings.

• Age Limit: Not above 35 years

Terms of Service:
Fixed-term contract of six (6) months.
At the end of your contract term, you shall be entitled to a gratuity payment calculated at the rate of 31% of your basic monthly salary for the total number of months worked.

Responsibilities:
You will serve as the first point of contact for emergency medical service requests by receiving and logging calls, guiding clients, and ensuring prompt escalation to medical dispatch teams.

Key Responsibilities:

• Receive, log, and route emergency calls, inquiries, and complaints to the relevant officers.

• Capture accurate case details in the Dispatch Centre’s CAD/CRM system.

• Provide callers with guidance and reassurance.

• Escalate unresolved or complex queries to senior officers.

• Document all client interactions to support data-driven analysis.

• Support public sensitization on EMS access protocols.

• Generate routine reports on call handling volumes and trends.

• Promote a professional and patient-centered image of SHA’s EMS operations.

Office Administrator II – 54 Posts

Job Type: Full Time  Qualification: BA/BSc/HND, Diploma  Experience: —  Location: Nairobi  Job Field: Administration / Secretarial

Qualifications, Skills and Experience Required:

• Bachelor’s degree in Secretarial Studies, Business and Office Management, or equivalent qualification.
  OR

• Bachelor’s degree in Social Sciences plus Diploma in Secretarial Studies from a recognized institution.

• Proficiency in computer applications.

Responsibilities:
This is the entry and training grade for this cadre.

Key Responsibilities:

• Taking oral dictation.

• Using e-office to process data.

• Operating office equipment.

• Attending to visitors and clients.

• Handling telephone calls and customer inquiries.

• Coordinating travel arrangements.

• Ensuring security of records and classified materials.

• Managing office protocol and etiquette.

• Implementing business continuity plans and BPR.

Method of Application:

Interested and qualified? Go to The Social Health Authority (SHA) on recruitment.sha.go.ke to apply.