Bilingual Call Center Agent (English & Swahili)

About the role

Sauti Contact Center is looking for a friendly bilingual call center agent in Nairobi to deliver outstanding customer service. The successful candidate handles inbound and outbound calls, answers customer inquiries, resolves issues and ensures customer satisfaction. Fluency in both English and Swahili is mandatory.

Key responsibilities

• Make 25 calls per hour to customers in a professional and courteous manner.
• Handle inbound calls, respond to customer inquiries and provide accurate information.
• Resolve customer concerns, complaints and issues promptly and effectively.
• Maintain a high level of product or service knowledge to address customer queries.
• Document all customer interactions and transactions accurately in the system.
• Collaborate with team members and supervisors to improve customer service procedures.
• Adhere to company policies and procedures while delivering exceptional service.
• Meet or exceed daily, weekly and monthly targets for call volume and customer satisfaction.

Required profile

• High school diploma or equivalent; previous call center or customer service experience is a plus but not mandatory.
• Fluency in spoken and written English and Swahili.
• Excellent communication skills and a pleasant phone demeanor.
• Ability to work in a fast-paced environment and adapt quickly to change.
• Customer-focused attitude and ability to perform well with little or no supervision.

Required skills

• Basic computer skills.
• Familiarity with call center software and systems.
• Problem-solving skills and the ability to think on your feet.

What we offer

• Competitive salary.
• Ongoing training and professional development opportunities.
• A friendly and supportive work environment.