Call Centre Agents
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Industry ICT / Telecommunication Founded 1992 Type Private Website http://www.yellowpageskenya.com Address Mitsumi Business Park, 8th Floor, Muthithi Road, Westlands, Nairobi County, Kenya
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Key Responsibilities
- Receive inbound customer calls and make outbound calls professionally and courteously.
- Respond to customer enquiries about products, prices, promotions, store services and online orders.
- Log, track and resolve customer complaints and requests within agreed timelines.
- Escalate unresolved or complex issues to the relevant store or department.
- Record accurate customer information and call details in the client’s systems.
- Meet the client’s service targets, including call quality, response time and customer satisfaction.
- Follow the client’s scripts, policies and data protection requirements.
- Handle customer feedback and share recurring issues with the team leader.
Requirements
- Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service or a related field.
- Minimum of 1–2 years’ experience in a call centre environment, preferably within the retail or customer service sector.
- Experience handling both inbound and outbound customer interactions.
- Proficiency in using CRM systems and customer management tools.
- Excellent verbal and written communication skills in English.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in Microsoft Office applications and general computer literacy.
- Ability to work in shifts, including weekends and public holidays.
- Added advantage: Experience working in a established call centre, such as Calltronix.
Apply by Nov 30, 2026