Call Center Agent

Customer Service Representative

We are looking for a professional and customer-focused individual to join our team as a Customer Service Representative. In this role, you will be the first point of contact for our customers, providing exceptional service and support across inbound and outbound calls.

Key Responsibilities

• Handle inbound and/or outbound customer calls professionally and with a positive attitude.
• Provide accurate information on products and services to meet customer needs.
• Address customer inquiries, concerns, and complaints effectively and efficiently.
• Maintain clear, courteous, and professional communication at all times.
• Accurately capture and update customer information in our systems.
• Meet performance targets including call handling time, quality standards, and customer satisfaction metrics.
• Apply critical thinking and problem-solving skills to resolve customer issues efficiently.
• Demonstrate emotional intelligence when managing difficult conversations and customer concerns.

Role Requirements

• Location: Must be based in Nairobi.
• Communication: Strong verbal and written communication skills with a good command of English (spoken and written).
• Availability: Not currently enrolled in school and fully available for employment. Must be available to work full-time, including shifts where applicable.
• Interpersonal Skills: Strong listening and interpersonal skills to build rapport with customers.
• Emotional Intelligence: Demonstrated emotional intelligence including empathy, self-awareness, professionalism, and the ability to manage challenging customer interactions.
• Problem-Solving: Strong critical thinking and problem-solving abilities to handle diverse customer issues.
• Resilience: Ability to remain calm under pressure and make sound decisions in a fast-paced environment.
• Technical Skills: Basic computer skills for data entry and system navigation.