Entry-Level Call Centre Agent

About the role

YP People, an outsourcing company, is recruiting friendly, confident call centre agents on behalf of a well-established retail client. You will be employed and managed by YP People and deployed to the client's call centre in Nairobi, where you will be the first point of contact for customers and help them with enquiries, orders and feedback.

Key responsibilities

• Receive inbound customer 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 and requests within agreed timelines, escalating unresolved or complex issues to the relevant store or department.
• Record accurate customer information and call details in the client's systems.
• Meet service targets for call quality, response time and customer satisfaction.
• Follow the client's scripts, policies and data protection requirements.
• Handle customer feedback and share recurring issues with the team leader.

Required profile

• Diploma or Bachelor's degree in Business Administration, Communication, Customer Service or a related field.
• Minimum of 1-2 years' experience in a call centre environment, preferably in retail or customer service.
• Experience handling both inbound and outbound customer interactions.
• Ability to work in shifts, including weekends and public holidays.
• Added advantage: experience in an established call centre such as Calltronix.

Required skills

• Proficiency in CRM systems and customer management tools.
• Excellent verbal and written communication in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office and general computer literacy.