Call Center Agent

Life at 4G Capital: Purpose Meets Innovation

When you join 4G Capital, you become part of a movement that blends commercial drive with high-impact social change. Our culture is built on:

• Purpose-Driven Impact: Every phone call, transaction, and client interaction directly transforms a micro-entrepreneur's livelihood.
• Collaborative Energy: A supportive, energetic environment where teams work closely together and aren't afraid to "get their hands dirty" to deliver results.
• Agile Innovation: Continuous learning in a fast-paced fintech ecosystem that uses data-led solutions to tackle complex real-world financial challenges.

We Are Hiring: Call Center Agent

Location: Nairobi, Kenya

Working Hours: According to allocated shifts

Reporting To: Call Center Team Leader

Salary: Competitive, negotiable based on experience and national benchmarks

Role Overview

As a Call Center Agent, you are the primary liaison between 4G Capital and our valued clients. You will accept full ownership of customer interactions—resolving inquiries, addressing concerns, and managing collection portfolios with empathy, fairness, and sound credit judgment. Keeping customer satisfaction at the heart of every decision, you ensure our clients receive the highest level of respect and support.

Key Responsibilities

• Action work queues and daily collection portfolios to ensure accounts remain within healthy policy limits.
• Contact defaulting customers to negotiate constructive arrears settlements while upholding quality communication standards.
• Manage incoming calls, resolve complaints, capture accurate call data, and troubleshoot customer requests efficiently.
• Achieve monthly collection targets while adhering to scheduled shifts and break patterns.
• Escalate complex cases (such as deceased or disabled customers) to management for sensitive handling.
• Maintain strong, strategic working relationships with internal teams and external stakeholders.

The Ideal Candidate

We are looking for a proactive, goal-oriented self-manager who possesses a passion for customer service and community impact.

Skills & Requirements:

• Education: Diploma or Bachelor’s degree in a business-related field.
• Experience: 1–2 years of call center or collections experience in retail or financial services is highly advantageous.
• Language Proficiency: Fluent in English (written and verbal); Swahili proficiency is a distinct advantage.
• Technical Skills: Computer literacy with exceptional attention to detail, time management, and organizational abilities.

Core Values & Attributes:

• Can-Do Attitude: Energetic, practical, and solution-driven when handling issues.
• Team Player: High integrity, collaborative, and ready to take ownership within a fast-paced team.
• Service Ethos: Strong empathy, high communication standards, and the discretion to handle confidential information responsibly.
• Drive for Excellence: A passion for hitting high performance targets while making a meaningful difference every day.

What We Offer

• Opportunities for Growth: Hands-on professional development within one of East Africa's fastest-growing fintech leaders.
• A Supportive & Dynamic Team: Work alongside dedicated colleagues who celebrate shared success and champion innovation.
• The Chance to Make a Real Difference: A career where your work directly drives financial inclusion and lifts communities out of poverty.

Be Part of the Movement!

Ready to combine your career ambitions with real-world impact? If you have the energy, drive, and heart to help African entrepreneurs thrive, we want to hear from you.