Customer Service Agent (Night Shift)

About the role

Maxed BPO, a Nairobi-based provider of AI-powered outsourcing solutions, is hiring a full-time, night-shift (Kenya time), on-site Customer Service Agent in Nairobi County. The agent handles inbound and outbound customer interactions by phone, email and chat, resolving inquiries, troubleshooting basic issues and processing orders or service requests.

Key responsibilities

• Handle customer interactions by phone, email and chat, providing clear, accurate and timely support
• Resolve inquiries, troubleshoot basic issues, process orders or service requests and escalate complex cases according to established procedures
• Update customer records and follow scripts and quality guidelines
• Meet performance targets such as response time and customer satisfaction
• Collaborate with team leaders to improve service delivery
• Adhere to data protection standards, take part in ongoing training and contribute to a professional contact center environment

Required profile

• Minimum of a high school diploma; a certificate or diploma in customer service, business, communication or a related field is an advantage
• Previous experience in a call center, customer support, sales or BPO environment is preferred but not strictly required for highly motivated entry-level candidates
• Willingness to work flexible hours, including evenings, weekends or public holidays when required to support international clients

Required skills

• Active listening and clear spoken and written English, with a professional phone and chat manner
• Basic technical proficiency, including learning and using contact center tools, CRM systems and AI-enabled platforms such as cloud-based telephony or ticketing systems
• Problem-solving and organizational skills, teamwork and adaptability in a fast-paced environment
• Reliability, punctuality and respect for data privacy and client confidentiality