CALL CENTER ATTENDANT

JOB TITLE:CALL CENTER ATTENDANT

NATURE OF JOB: FULL TIME

SALARY:KSHS.24,000

JOB LOCATION:NAIROBI

DUTIES AND RESPONSIBILITIES

• Handle high volumes of incoming and outgoing calls in a courteous and professional manner.
• Respond promptly to customer inquiries, complaints, and requests, ensuring they are resolved or escalated appropriately.
• Document all call information according to standard operating procedures using internal CRM or data systems.
• Provide accurate, valid, and complete information using the right methods/tools.
• Follow communication "scripts" when handling different topics.
• Identify and escalate priority issues to the appropriate channels.
• Perform follow-up calls to ensure customer satisfaction and issue resolution.
• Keep up-to-date with product/service information, policies, and procedures.
• Maintain confidentiality and security of customer and company information.
• Work collaboratively with team members and other departments to meet customer needs.
• Achieve individual and team performance metrics (e.g., call handling time, customer satisfaction scores)

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Diploma or Degree in Communication, Business Administration, or a related field.
• Minimum of 1 year recent experience in a call center or customer service-related role.
• Excellent command of English – both spoken and written; strong interpersonal and listening skills.
• Proficient in computer applications, including Microsoft Office and Google
• Workspace (Docs, Sheets, Gmail, etc.).
• Ability to multi-task, prioritize, and manage time effectively.
• Strong problem-solving skills and a customer-centric mindset.
• Must be adaptable, self-motivated, and able to work under pressure.