Call Centre Agent

Role: Call Centre Agent

Nature of Work: Full-time

Remuneration: Kshs. 30,000

Location: Mombasa Road, Nairobi

Position Summary

We are looking for a vibrant and professional Call Centre Agent to join our team. This role serves as the primary voice of our organization, tasked with delivering exceptional service through both inbound support and strategic outbound engagement. You will be expected to navigate diverse customer needs with empathy and efficiency, ensuring that every interaction strengthens our brand reputation. Whether resolving a complex complaint or promoting new service offerings, your goal is to provide a seamless and positive experience that drives customer retention and satisfaction.

Key Performance Areas

Inbound Support & Conflict Management

• Provide immediate and accurate responses to incoming inquiries regarding product specifications, pricing, and company policies.

• Actively listen to customer grievances, employing professional de-escalation techniques to resolve issues at the first point of contact.

• Route complex technical cases to specialized departments while maintaining ownership of the customer’s journey until resolution.

• Ensure all inbound interactions align with internal quality assurance benchmarks and service-level agreements.

Outbound Engagement & Lead Conversion

• Execute outbound call schedules based on marketing leads, follow-up requests, or specific service campaigns.

• Utilize persuasive communication to promote value-added services, effectively upselling or cross-selling to meet organizational targets.

• Maintain a high energy level and professional demeanor during cold calls or follow-up interactions to maximize conversion rates.

Data Integrity & Performance Tracking

• Accurately document every customer interaction, feedback point, and resolved complaint within the CRM system.

• Prepare comprehensive daily and weekly activity reports, detailing call outcomes, conversion metrics, and recurring customer pain points.

• Monitor personal performance against KPIs to ensure continuous improvement in call handling time and satisfaction scores.

Candidate Requirements

Professional Background

• Education: Diploma or Degree in any academic field.

• Experience: Minimum of 2 years of proven experience in a call centre or high-volume customer service environment.

• Technical Skills: Basic computer literacy and familiarity with CRM (Customer Relationship Management) software.

• Added Advantage: Specific experience managing both inbound and outbound workflows simultaneously.

Essential Soft Skills

• Communication: Exceptional verbal and written English skills with a clear and professional tone.

• Resilience: The ability to remain composed and professional under pressure or when dealing with difficult clients.

• Problem-Solving: Strong analytical skills to identify customer needs and suggest appropriate, timely solutions.

• Organization: Superior time management skills to balance call durations with administrative reporting duties.

Incentives & Career Value

• Stable Compensation: A monthly salary of Kshs. 30,000.

• Dynamic Environment: Work within a fast-paced team on the busy Mombasa Road corridor.

• Skill Development: Enhance your professional communication, sales, and conflict-resolution skills in a structured corporate setting.

If you have the experience and the positive attitude required to excel in this role, please submit your updated CV for the "Call Centre Agent - Mombasa Road" position. Ensure your previous experience with inbound/outbound systems is clearly highlighted