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Unit Group (L4) • 4222

4222 — Contact Centre Information Clerks

4 SECRETARIAL, CLERICAL SERVICES AND RELATED WORKERS› 42 Customer Service Clerks› 422 Client Information Workers› 4222 Contact Centre Information Clerks

Explore overview, tasks, skills, education, work context, earnings, and pathways for this Unit Group.

L4 CODE: 4222
Job summary
  • Contact Centre Information Clerks (KeSCO 4222) supports outcomes in the Clerical & Administrative Support sector by applying job-specific knowledge
  • standards
  • and tools to deliver quality services or outputs. Duties and complexity vary by employer
  • work setting
  • and seniority level
  • but the occupation generally requires reliability
  • competence
  • and continuous learning.
Minimum entry requirement summary
Certificate or KCSE
Future outlook
  • Future trends such as digital transformation
  • automation
  • climate resilience
  • and changing consumer needs are shaping most occupations. Workers who continuously upskill (digital literacy
  • quality standards
  • safety
  • customer service
  • and modern tools) are more resilient and competitive.
Sectors and industries
Clerical & Administrative SupportAdministrationClerical ServicesCustomer SupportRecords & DocumentationOffice Operations
Employment prospects (narrative)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Key tasks (structured)
  • Plan and prioritise daily work activities to meet targets and deadlines
  • Follow workplace procedures, standards, and relevant regulations
  • Carry out core job duties accurately and safely
  • Use job tools/equipment/software correctly and maintain them appropriately
  • Communicate progress, issues, and requirements with supervisors and colleagues
  • Serve clients/customers professionally and resolve routine queries
  • Document work completed, maintain records, and submit routine reports
  • Identify errors, risks, or service gaps and propose improvements
  • Work as part of a team and coordinate tasks across units
  • Maintain confidentiality and ethical conduct where required
  • Comply with occupational safety and health (OSH) guidelines
  • Participate in training, mentoring, or continuous improvement activities
Core skills
  • Communication (verbal and written)
  • Teamwork and collaboration
  • Problem-solving and critical thinking
  • Time management and prioritisation
  • Attention to detail and accuracy
  • Customer service orientation
  • Integrity and ethical conduct
  • Adaptability and continuous learning
  • Decision-making and judgement
  • Documentation and record-keeping
  • Digital literacy (basic)
  • Safety awareness and compliance mindset
Technical / occupational skills
  • Use of hand and power tools safely
  • Installation, maintenance, and repair procedures
  • Reading drawings/specifications and measurements
  • Troubleshooting and fault diagnosis
  • Quality control and workmanship standards
  • Equipment handling and preventive maintenance
  • Workplace safety and PPE usage
  • Basic electrical/mechanical principles (as relevant)
  • Material handling and storage
  • Site readiness and task planning
  • Compliance with standards and inspections
Transferable / soft skills
  • Leadership and supervision (as one progresses)
  • Negotiation and stakeholder management
  • Conflict resolution
  • Presentation and public speaking
  • Creativity and innovation
  • Emotional intelligence
  • Planning and organisation
  • Resilience and stress management
  • Service mindset and empathy
  • Networking and relationship building
  • Analytical thinking
  • Professionalism and work discipline
Skills & competencies (general description)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Certifications, licenses & registration
  • Trade test / competency certification (where applicable)
  • Occupational Safety and Health (OSH) certification (strongly recommended)
  • Equipment-specific operator certification (where applicable)
  • First Aid certification (recommended in many workplaces)
Education & training pathways (narrative)
  • Secondary education foundation (varies by role)
  • Short courses/certificates in the relevant service/technical area
  • On-the-job training and mentoring
  • Progression supported by additional certificates and demonstrated competence
Education pathways (structured)
  • Secondary education foundation (varies by role)
  • Short courses/certificates in the relevant service/technical area
  • On-the-job training and mentoring
  • Progression supported by additional certificates and demonstrated competence
Minimum entry requirements
  • Minimum education: Certificate or KCSE
  • Basic literacy and numeracy (reading, writing, and basic calculations)
  • Good conduct, reliability, and professional behaviour
  • Ability to follow instructions, procedures, and workplace rules
  • Basic digital literacy where the role uses computers/phones
  • Physical/medical fitness where the role is physically demanding or safety-sensitive
  • Regulatory registration/licensing where required (profession-dependent)
  • Background checks/clearance for sensitive roles where applicable
Relevant courses to consider
  • Diploma/Certificate in Electrical/Electronics Engineering
  • Diploma/Certificate in Mechanical Engineering
  • Civil/Construction Technology
  • Welding and Fabrication
  • Plumbing and Pipefitting
  • Refrigeration and Air Conditioning
  • Automotive Mechanics
  • Plant/Machine Operation
  • Occupational Safety and Health (OSH)
  • CAD/Draughting basics
Institutions where to learn
  • Universities (accredited public and private universities offering relevant programmes)
  • National Polytechnics and TVET institutions (diploma, certificate, artisan programmes)
  • Technical Training Institutes and Vocational Centres
  • Professional Colleges and Accredited Training Academies
  • Sector Training Authorities and Recognised Centres of Excellence
  • Employer-based Academies and Apprenticeship Programmes
  • Online Learning Platforms (supplementary; verify recognition for regulated fields)
  • Industry Associations and Professional Bodies (short courses/CPD)
Work environment & conditions (narrative)
  • Workplace policies
  • Team collaboration
  • Quality standards
  • Office administration
  • Records management
  • Data processing
  • Confidentiality
Typical employers / places of work
  • Public sector institutions
  • private companies
  • NGOs and community-based organisations depending on the sector.
Work setting
Not specified.
Work schedule
Full-time commonDaytime hours commonDeadlines possible
Employment type
Formal employment possible
Salary ranges
Entry
KES 20,000 – 50,000
Mid
KES 50,000 – 90,000
Senior
KES 90,000+
Earnings, wages & prospects (narrative)
  • Entry-level typical range (illustrative): KES 20,000 – 50,000
  • Mid-level typical range (illustrative): KES 50,000 – 90,000
  • Senior/experienced typical range (illustrative): KES 90,000+
  • Earnings vary by employer (public/private), location, allowances, commissions, overtime, risk factors, and scarcity of skills
How to become one
  • Obtain secondary education
  • take certificates or diplomas in business or ICT
  • and build accuracy and reliability through clerical or office roles.
Career progression
  • Entry support role → Senior support role → Supervisor
  • Supervisor → Team lead/Operations coordinator → Manager (in larger organisations)
  • Specialisation possible (e.g., customer experience, compliance, sales leadership)
Related & alternative occupations
  • Other occupations within the same KeSCO major group
  • Support roles in the same sector/industry
  • Supervisory roles related to this occupation’s work area
  • Specialist variants of the same occupation (where they exist)
Occupation titles
4222-11 — Agent, directory assistance
4222-12 — Assistant, call centre
4222-13 — Clerk, call centre
4222-14 — Clerk, customer contact centre
4222-15 — Clerk, information: call centre
4222-16 — Clerk, information: customer contact centre
4222-17 — Coach, call centre
4222-18 — Coach, contact centre
4222-21 — Coach, phone
4222-22 — Officer, customer service: call centre
4222-23 — Officer, customer service: directory assistance
4222-24 — Operator, call centre
4222-25 — Operator, directory assistance