BPO Associate – Call Center Representative

About the role

Vizx Global is seeking a BPO Associate to join its Nairobi team and support an international client. The role involves handling inbound and outbound communications, providing customer support, and ensuring service delivery aligns with client standards.

Key responsibilities

• Answer and place calls, chats, and emails following client scripts and SOPs.
• Capture customer details, issues, and feedback accurately in CRM or call‑center tools.
• Act as an extension of the client’s support or sales team, understanding products, policies, and processes.
• Meet KPIs such as call volume, response rate, resolution time, and satisfaction scores.
• Maintain daily logs, activity reports, and provide feedback on recurring issues.
• Adhere to data‑privacy guidelines and contribute to continuous‑improvement initiatives.

Required profile

• Minimum 2 years experience in a contact‑center, customer‑service, or BPO environment.
• Experience serving international clients (USA, UK, EU) is preferred.
• Excellent verbal and written English communication skills.
• Ability to work evening or night shifts to match global time zones.
• Strong multitasking, organization, and pressure‑handling abilities.

Required skills

• Familiarity with CRM, dialer, or ticketing platforms such as RingCentral, Call Center Studio, Zendesk, HubSpot.
• Knowledge of Outreach, Salesforce, or Freshdesk is a plus.