CUSTOMER SERVICE OFFICER AT AFRICA INTERNATIONAL UNIVERSITY

SEO TITLE: Customer Service Officer at Africa International University – Nairobi

META DESCRIPTION: Africa International University is hiring a Customer Service Officer in Nairobi. Applicants need a Diploma or Bachelor’s degree and at least 5 years of relevant customer service or front-office experience. Apply by September 11, 2026.

SEO SLUG: customer-service-officer-africa-international-university

CUSTOMER SERVICE OFFICER AT AFRICA INTERNATIONAL UNIVERSITY

Location: Nairobi, Kenya

Job Type: Full Time

Qualification: Diploma, BA/BSc/HND

Experience: 5 Years

Category: Customer Care, Success and Service

Company: Africa International University (AIU)

Posted: September 4, 2026

Deadline: September 11, 2026 at 5:00 PM

Salary: Not Specified

JOB OVERVIEW

Africa International University (AIU) is seeking a professional and customer-focused Customer Service Officer to serve as one of the University's key points of contact for visitors, prospective students, parents, alumni and other stakeholders.

The successful candidate will manage customer enquiries across multiple communication channels, support reception and visitor management, assist student recruitment activities and contribute to a positive experience for stakeholders interacting with the University.

ABOUT AFRICA INTERNATIONAL UNIVERSITY

Africa International University is a chartered Christian university in Kenya. The institution began in 1983 as the Nairobi Evangelical Graduate School of Theology (NEGST), established by the Association of Evangelicals in Africa to provide advanced theological training beyond certificate and diploma levels.

AIU has developed into a higher education institution serving students through its academic and institutional programmes.

KEY RESPONSIBILITIES

The Customer Service Officer will be responsible for:

• Welcoming visitors, prospective students, parents, alumni and other stakeholders.
• Responding to enquiries received through telephone, email, WhatsApp, social media and other approved channels.
• Providing accurate information about academic programmes, admission requirements, applications, fees, intakes and University services.
• Managing the reception area and directing visitors to the appropriate offices.
• Maintaining professional telephone etiquette.
• Following up missed calls and pending enquiries within the required service timelines.
• Capturing and updating customer, visitor and prospective student information in approved CRM, ERP or other systems.
• Following up prospective students and supporting the conversion of enquiries into applications and enrolment.
• Supporting marketing and student recruitment activities, including open days, exhibitions, career fairs and orientations.
• Receiving and escalating customer complaints and service issues.
• Collecting customer feedback and identifying common enquiries and service gaps.
• Preparing reports on customer enquiries, complaints, feedback and emerging customer needs.
• Working with other University departments to resolve customer enquiries efficiently.
• Maintaining a professional and organised reception area.
• Ensuring customer-facing information and materials remain current.
• Supporting initiatives aimed at improving response times and stakeholder satisfaction.
• Maintaining confidentiality, integrity and professionalism when handling customer information.
• Performing other duties assigned by the supervisor.

QUALIFICATIONS & EXPERIENCE

Applicants should have:

• A Diploma in Communication, Marketing, Business Administration, Customer Service or a related field.
• A Bachelor’s degree is an added advantage.
• At least 5 years of relevant experience in customer service, marketing, student recruitment, front-office administration, admissions or another customer-facing position.
• Experience working in a higher education institution is an added advantage.
• Additional training in customer service, communication, marketing or front-office management is an advantage.

SKILLS & ABILITIES

The successful candidate should demonstrate:

• Excellent verbal and written communication skills.
• Strong interpersonal and customer relationship management skills.
• Professional telephone etiquette.
• Front-office management skills.
• Problem-solving and conflict-resolution abilities.
• Strong organisation and time management.
• Proficiency in Microsoft Office applications.
• Familiarity with CRM or customer management systems.
• Ability to multitask and work with minimal supervision.
• Strong follow-up and enquiry-management skills.
• High levels of integrity, confidentiality and discretion.
• Ability to work effectively with students, parents, staff, visitors and other stakeholders.
• Strong commitment to customer service and continuous improvement.

OTHER REQUIREMENT

The vacancy specifies that applicants should be committed, born-again evangelical Christians.

IDEAL CANDIDATE

The ideal candidate should be an experienced customer service professional with excellent communication skills and a strong understanding of front-office and stakeholder management.

Candidates with experience in a university or other higher education environment may have an advantage, particularly those who have handled student enquiries, admissions support, recruitment activities or institutional customer service.

The successful applicant should be professional, organised, patient and capable of handling multiple enquiries while maintaining a positive institutional image.

SALARY & WORK ARRANGEMENT

Salary: Not specified in the vacancy.

Job Type: Full Time

Location: Nairobi, Kenya

Salary, benefits and other employment terms should be confirmed directly through the University's recruitment process.

HOW TO PREPARE YOUR CV

Applicants should tailor their CV specifically for the Customer Service Officer position.

Highlight:

• Your Diploma or Bachelor's degree.
• At least five years of relevant customer service experience.
• Front-office or reception experience.
• Student recruitment or admissions experience, where applicable.
• Experience handling telephone, email, WhatsApp and social media enquiries.
• CRM or customer management system experience.
• Complaint handling and conflict resolution.
• Customer relationship management.
• Experience working in higher education, if applicable.
• Microsoft Office proficiency.
• Customer service achievements and measurable improvements.

Use a professional, ATS-friendly CV and clearly demonstrate how your previous experience matches the University's customer service requirements.

APPLICATION DETAILS

Interested candidates should submit their application by email to:

Email: job.application@aiu.ac.ke

Applicants must include the vacancy code in the email subject line.

The application should include:

• Cover letter
• Detailed resume/CV
• Copies of academic credentials
• Duly completed AIU job application form

Application Deadline: September 11, 2026 at 5:00 PM.

Applicants should ensure that all required documents are attached before submitting their application.

JOB SUMMARY

Job Detail Information

Job Title

Customer Service Officer

Company

Africa International University

Location

Nairobi, Kenya

Job Type

Full Time

Category

Customer Care, Success and Service

Qualification

Diploma, BA/BSc/HND

Experience

5 Years

Salary

Not Specified

Posted Date

September 4, 2026

Deadline

September 11, 2026 at 5:00 PM

Application Email

job.application@aiu.ac.ke

FREQUENTLY ASKED QUESTIONS (FAQs)

1. What position is Africa International University hiring for?

AIU is hiring a Customer Service Officer.

2. Where is the job based?

The position is based in Nairobi, Kenya.

3. What qualification is required?

Applicants need a Diploma in Communication, Marketing, Business Administration, Customer Service or a related field. A Bachelor's degree is an added advantage.

4. How many years of experience are required?

The position requires at least 5 years of relevant experience.

5. Is higher education experience required?

It is listed as an added advantage.

6. What communication channels will the officer handle?

The role involves handling enquiries through telephone, email, WhatsApp, social media and other approved communication channels.

7. Does the position require CRM experience?

The ability to work with CRM, ERP or customer management systems is required as part of the role.

8. What is the application deadline?

Applications close on September 11, 2026 at 5:00 PM.

9. What documents should applicants submit?

Applicants should submit a cover letter, detailed resume, copies of academic credentials and the completed AIU job application form.

10. Is there a religious requirement?

Yes. The vacancy states that applicants should be committed, born-again evangelical Christians.

11. Is the salary specified?

No salary amount is provided in the vacancy.

JOB APPLICATION SAFETY WARNING

Job seekers should never pay money to secure employment, interviews, shortlisting or recruitment opportunities. Be cautious of anyone requesting payment for certificates, assessments, registration or other recruitment-related services.

Applicants should also verify that recruitment communication comes through legitimate institutional channels before sharing sensitive personal information.

For more job description visit: jobopenings.co.ke