CUSTOMER RELATIONS OFFICER (ONE POSITION)- THIKA CAMPUS

Overview

Mount Kenya University (MKU) is a chartered University committed to a broad-based, holistic and inclusive system of education. The University is a member of the Inter-University Council of East Africa as well as the Association of Commonwealth Universities. MKU is largely known for its dynamic, comprehensive and thorough academic and vocational training system as well as linkages with internationally reputable institutions. The University operates from the Main Campus in Thika with campuses in Nairobi, Mombasa, Nakuru, Eldoret and Meru, as well as Open Distance and Electronic Learning (ODEL) Centres located in major towns in Kenya, Burundi, Somaliland and Uganda.

In pursuit of fulfilling the Mission and Vision of the University, the Directorate of Human Resource is mandated to facilitate and support the Mission and operations of the University by enabling it to continue attracting, developing and retaining the right number of suitably qualified staff so as to maintain the University competitive edge. MKU invites applications from suitably qualified, visionary, competent, dynamic and experienced professionals with impeccable track record to fill the position of Customer Relations Officer in the Directorate of Open Distance and Electronic Learning (ODEL).

Qualification

Must have:

• A Master’s degree in a relevant area (Marketing/Public Relations/Mass Communication) from an accredited institution.
• Must have at least 3 years’ experience as a Public/Customer Relations Officer/Marketing Officer; or a comparable position.
• Must be computer literate.
• Must be affiliated to a relevant professional body.

OR

• A Bachelor’s degree in a relevant area (Marketing/Public Relations/Mass Communication) from an accredited institution.
• Must have at least 5 years’ experience as a Public/Customer Relations Officer/Marketing Officer or a comparable position.
• Must be computer literate.
• Must be affiliated to a professional body

Skills

• Effective written and verbal communication skills; along with active listening.
• Customer focus and adaptability to different personality types.
• Ability to multi-task, set priorities and manage time effectively.

Key responsibilities also include

Reporting to: Principal, Open Distance and Electronic Learning (ODEL)

Duties and responsibilities:

1. Ensuring that all calls to the ODEL Directorate are dealt with promptly, in line with the University’s standards and targets.
2. Ensuring that all issues and inquiries raised on the ODEL Email are responded to on time.
3. Liaising with colleagues in other relevant offices to resolve inquiries appropriately.
4. Tracking action on all issues raised; and providing feedback on the same.
5. Consolidating daily Customer Feedback reports, for the attention of the Principal, ODEL.
6. Having full knowledge and ability to access all services, to help meet the individual needs of our customers.
7. Ensuring that customers are advised of alternative communication methods.
8. Taking ownership and responsibility for all inquiries presented to the ODEL Directorate.

Requirements

Interested candidates to apply through the Mount Kenya University online Recruitment Portal http://recruitment.mku.ac.ke on or before 14th May, 2026.

• NB: All applications MUST be through the MKU recruitment online portal.

Notes:

• Candidates who meet the requirements should apply through the recruitment portal, and indicate their salary expectations in their attached cover letter.
• Mount Kenya University is an equal opportunity employer.
• The University does not charge any fee for the whole recruitment and selection exercise.
• Only shortlisted applicants will be contacted.

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