Customer Service Representative

Role Overview

You will handle inbound customer interactions for a Business Process Outsourcing company that supports high-end international clients across banking and telecommunications sectors. Day to day, you manage account inquiries, process service requests, and resolve issues while meeting performance targets that directly affect client satisfaction and retention. This role is critical because your accuracy and professionalism uphold the reputation of both the BPO and the brands it represents.

Key Responsibilities

• Respond to customer calls and emails regarding account balances, payment disputes, and service changes.
• Process transactions such as fund transfers, loan repayments, and billing adjustments under strict compliance guidelines.
• Identify cross-selling or up-selling opportunities when authorised by the client’s campaign.
• Document every interaction in the customer relationship management system with detailed notes for seamless follow-up.
• Escalate complex or unresolved cases to team leads or specialised back-office departments.
• Adhere to quality assurance standards by maintaining call scripts, data privacy rules, and company protocols.
• Meet weekly metrics for average handling time, first-call resolution, and customer satisfaction scores.
• Participate in regular coaching sessions and call-record reviews to continuously improve performance.

Requirements & Qualifications

• 2–3 years of experience in Banking, Business Process Outsourcing, Telecommunications, Debt Collection, or a Call Centre environment.
• A Diploma in a relevant field such as Business, Finance, Communications, or Information Technology.
• Strong verbal and written communication skills in English; additional languages are advantageous.
• Valid Certificate of Good Conduct and a clean Credit Reference Bureau record (both mandatory).
• Ability to multitask and work efficiently under pressure in a fast-paced, target-driven setting.
• Basic proficiency with computer applications, spreadsheets, and customer service software.

What We Offer / Why Join

This position provides a monthly salary of Ksh. 30,000 and the chance to work with prestigious international clients in a professional BPO environment. You will gain hands-on experience in handling sensitive financial and telecom accounts while building transferable skills in process compliance, conflict resolution, and performance analytics.