BPO Associate

About VIZX Global

VIZX Global is a rapidly growing BPO and RPO firm on a mission to connect global enterprises with Africa's top talent. We provide outsourcing solutions in staffing, recruitment, back-office support, payroll, and contact center operations for clients across the USA, Europe, and Africa.

We believe Africa, especially Kenya, is the next global outsourcing powerhouse, and we're building a team that represents that vision.

Role Overview

We are looking for a BPO Executive (Call Center Representative) to support one of our international clients.

This role will handle inbound and outbound communication, customer support, and service delivery in a professional, efficient, and client-aligned manner.

The position is ideal for someone who thrives in a fast-paced, client-focused environment, values quality communication, and enjoys problem-solving with empathy and precision.

Key Responsibilities
Customer Engagement & Communication

• Handle inbound and outbound calls, chats, or emails according to client guidelines.
• Accurately capture customer information, issues, and feedback in CRM or call center tools.
• Deliver excellent customer service that reflects both the client's and VIZX's standards.
• Maintain professionalism, courtesy, and active listening in every interaction.

Client & Process Support

• Serve as an extended member of the client's support or sales team.
• Understand client products, policies, and processes to handle queries confidently.
• Follow scripts, SOPs, and escalation paths to ensure consistent service quality.
• Participate in client check-ins, quality reviews, and refresher trainings.

Performance & Reporting

• Meet or exceed KPIs such as call volume, response rate, resolution time, and customer satisfaction scores.
• Keep daily logs and activity reports updated.
• Provide timely feedback on recurring issues, customer pain points, and improvement opportunities.

Quality & Continuous Improvement

• Adhere to call handling protocols and data privacy guidelines.
• Contribute to a culture of learning, teamwork, and continuous improvement.
• Stay informed on tools, trends, and communication practices relevant to the client's industry.
  
  

Requirements

• Minimum 2 years' experience in a contact center, customer service, or BPO environment.
• Experience serving international clients (USA, UK, or EU) preferred.
• Excellent English communication skills—both verbal and written.
• Strong computer literacy and familiarity with CRM, dialer, or ticketing tools (e.g., RingCentral, Call Center Studio, Zendesk, HubSpot).
• Ability to work evening or night shifts aligned with global client time zones.
• Proven ability to multitask, stay organized, and perform under pressure.

Nice to Have

• Prior experience in healthcare, real estate, or tech support call center accounts.
• Familiarity with tools such as Outreach, Salesforce, or Freshdesk.
• Background in sales, upselling, or lead qualification.