CALL CENTER AGENTS

JOB TITLE:CALL CENTER AGENTS

NATURE OF JOB: FULLTIME

INDUSTRY: BPO

SALARY: KSHS. 25,000

JOB LOCATION:NAIROBI WEST

DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries through phone, email, or chat in a courteous and professional manner.
• Communicate fluently in English, Arabic, and Islamic language depending on the caller’s preference.
• Resolve customer issues effectively and escalate unresolved queries to the appropriate departments.
• Maintain a high level of product and service knowledge to support customer needs.
• Keep accurate records of customer interactions, transactions, feedback, and complaints.
• Meet or exceed daily and monthly KPIs (e.g., call handling time, resolution rate, customer satisfaction).
• Use customer service and office software tools (MS Word, Excel) to manage and track queries.
• Follow communication scripts and standard operating procedures.
• Uphold the company’s image by providing respectful, timely, and accurate information.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in any field from a recognized institution.
• Minimum of 1 year experience in a call center or customer service environment
• Fluent in English, Arabic, and Islamic language
• Proficient in Microsoft Office applications (Word, Excel)
• Excellent communication, listening, and problem-solving skills
• Ability to multitask, prioritize, and manage time effectively
• Strong interpersonal skills and customer-oriented mindset