Customer Service Representative – Call Center (Nairobi)

About the role

Optica Limited is seeking a motivated Customer Service Representative to join its call centre in Westlands, Nairobi. You will be the first point of contact for customers, handling inquiries, complaints and order support across phone, email and social media.

Key responsibilities

• Answer inbound and make outbound calls for the customer contact centre.
• Interact with customers via phone and email, verifying account information.
• Provide accurate, timely information about Optica products and services.
• Resolve complaints through phone, email or social media channels.
• Assist with order placement, refunds and exchanges.
• Suggest alternative products and services to potential customers.
• Open and maintain up‑to‑date customer accounts.
• Communicate insurance responses and follow‑up on service updates.
• Liaise with branch staff to relay client feedback and referrals.
• Perform any other duties assigned by management.

Required profile

• Diploma or Associate's degree.
• Minimum of 1 month experience in a call‑center environment.
• Strong external and verbal communication abilities.
• Customer‑service mindset and ability to handle high‑volume interactions.

Required skills

• Proficiency with telephone systems and email communication.

What we offer

• Opportunity to grow within East Africa’s leading optician chain.
• Dynamic team environment focused on learning and career development.