Call Centre Agent – Customer Service

About the role

YP People Ltd is hiring friendly and confident Call Centre Agents for a well‑established retail client. You will be employed by YP People, deployed to the client’s on‑site call centre in Nairobi, and act as the first point of contact for customers, handling enquiries, orders and feedback.

Key responsibilities

• Receive inbound calls and make outbound calls professionally and courteously.
• Respond to enquiries about products, prices, promotions, store services and online orders.
• Log, track and resolve customer complaints within agreed timelines.
• Escalate complex issues to the relevant store or department.
• Record accurate customer information and call details in the client’s systems.
• Meet service targets such as call quality, response time and customer satisfaction.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service or related field.
• 1–2 years of call‑centre experience, preferably in retail or customer service.
• Ability to work shifts, including weekends and public holidays.
• Excellent verbal and written English communication skills.
• Strong problem‑solving and conflict‑resolution abilities.

Required skills

• Proficiency in using CRM systems.
• Competence with Microsoft Office applications.
• General computer literacy.