Call Centre Agent

Position Title: Call Center Agent Industry: Customer Support (Call Centre) Location: Nairobi, Kenya Reports To: Call Center Supervisor Position Summary: We are seeking a proactive and customer-oriented Call Center Agent to join our Customer Experience/Operations team.

Reporting to the Call Center Supervisor, the successful candidate will be the first point of contact for our customers, handling inquiries, requests, and complaints with professionalism and efficiency.

This role plays a key part in ensuring customer satisfaction, loyalty, and support for overall customer experience strategy.

Key Responsibilities: Primary Responsibilities Customer Support & Issue Resolution Answer inbound calls, emails, and messages promptly and professionally.

Resolve customer concerns by providing accurate information, troubleshooting, and escalating unresolved cases where necessary.

Follow up with customers to ensure full resolution and satisfaction.

Outbound Engagement & Retention Conduct outbound calls for feedback, surveys, collections, and upselling of company products and services.

Educate customers on product features, usage, and new offerings.

Support retention campaigns by identifying at-risk customers and recommending corrective actions.

Data & Records Management Accurately log customer interactions in CRM systems, including issues, resolutions, and follow-up actions.

Maintain updated customer records for reference and reporting.

Share insights on recurring issues to support service improvements.

Service Quality & Compliance Adhere to scripts, SOPs, and service quality standards.

Meet set KPIs including call handling time, resolution rates, and customer satisfaction.

Ensure compliance with data privacy, confidentiality, and company policies.

Collaboration & Knowledge Sharing Work closely with technical, sales, and operations teams to resolve customer concerns.

Participate in training sessions to enhance product knowledge and customer service skills.

Provide customer insights to support product and process improvements.

Secondary Responsibilities Assist in onboarding new clients by guiding them through product setup and usage.

Support promotional campaigns by reaching out to targeted customers.

Contribute to FAQs, help articles, and knowledge base content.

Provide translations and multi-language support where applicable.

Participate in team-building activities and contribute to a positive call center culture.

Qualifications & Skills Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service, or a related field.

1–3 years of experience in a call center, customer service, or contact center role (telecom/ICT sector preferred). Excellent verbal and written communication skills in English and Kiswahili.

Strong listening, problem-solving, and multitasking abilities.

Proficiency in MS Office and call center systems (CRM/ticketing tools). Ability to remain calm, professional, and customer-focused under pressure.

How to Apply:Interested candidates should send their CV and cover letter highlighting relevant experience to with the subject line: “Application for Call Center Agent Position”.