Call Centre Agent – Customer Support (Full‑time)

About the role

We are looking for a motivated Call Centre Agent to join our customer support team in Nairobi. You will handle both inbound and outbound calls, ensuring customers receive accurate information and timely assistance.

Key responsibilities

• Answer inbound calls, provide product and policy information, and identify customer needs.
• Resolve complaints by listening actively, offering solutions, and escalating complex issues when necessary.
• Make outbound calls for campaigns, lead follow‑ups, and promotional activities.
• Build positive relationships to improve customer loyalty and meet quality standards.
• Document interactions, feedback, and complaints in the system and generate daily/weekly activity reports.

Required profile

• Diploma or degree in any field.
• Minimum of 2 years proven experience in a call centre or customer service environment.
• Experience handling both inbound and outbound calls is an advantage.
• Strong communication, listening, and problem‑solving abilities.
• Ability to work under pressure, manage difficult customers, and stay organized.
• Basic computer literacy and familiarity with CRM systems.

Required skills

• CRM systems

What we offer

• Competitive monthly salary of KSH 30,000.
• Full‑time, onsite position in Westlands, Nairobi.
• Opportunities for professional growth within a dynamic team.