Contact Center Agent

About the role

ABNO Softwares International is hiring three Contact Center Agents in Nairobi. The agent is the first point of contact for clients and partners, handling inquiries, resolving issues and ensuring a seamless customer experience while supporting the company's reputation for excellence in ERP solutions and organizational design services.

Key responsibilities

• Receive and handle incoming client calls, emails and system tickets professionally and efficiently.
• Provide first-level support for ABNO software products, escalating complex issues as required.
• Log, track and update client issues accurately in the designated ticketing system.
• Follow up on and resolve client queries within agreed SLAs.
• Communicate clearly with clients about issue status, timelines and resolutions.
• Adhere to customer service standards, policies and procedures, and keep accurate records of client interactions.
• Take part in quality assurance reviews and continuous improvement initiatives.
• Work with technical, implementation and product teams to resolve issues, and give feedback on recurring problems.
• Attend training sessions to stay up to date on system enhancements and service protocols.

Required profile

• Diploma or degree in Business, IT, Customer Service or a related field.
• Previous experience in a contact center, customer support or client-facing role is an added advantage.
• Basic understanding of IT systems or software applications is preferred.

Required skills

• Excellent communication and organizational skills.
• Problem-solving and attention to detail.
• Discretion and confidentiality.
• Self-motivated, proactive, collaborative team player with a growth mindset.