Call Center Representative

6 days ago

Nairobi, Nairobi Area, Kenya Sprinkville Networks Full time 120,000 - 240,000 per year

Job Title:
Call Center Agent

Department:
Customer Service / Operations

Reports To:
Customer Relation Manager

Location:
Nairobi.

Job Purpose: To deliver exceptional customer service by handling inbound and outbound calls, responding to customer inquiries, resolving issue and promoting company products and services in a professional and efficient manner.

Key Responsibilities:

  • Handle incoming calls and provide accurate information regarding company products, services, and promotions.
  • Respond to customer inquiries through calls, emails, or live chat within the set service level standards.
  • Troubleshoot customer issues, such as network problems, billing inquiries and service disruptions and escalate unresolved cases to relevant departments.
  • Process service requests such as subscription renewals, and account updates.
  • Maintain and update customer records accurately in the company's database or CRM system.
  • Provide feedback on recurring customer issues and suggest improvements to enhance service delivery.
  • Meet or exceed key performance indicators (KPIs) such as call handling time, resolution rate and customer satisfaction score.
  • Promote additional products and services when appropriate to enhance customer value.
  • Adhere to company policies, procedures and confidentiality standards.
  • Participate in training sessions and team meetings to stay informed about new products, systems, and policies.

Qualifications and Requirements:

  • Diploma or Degree in Business Administration, Telecommunications, Business IT, or information technology.
  • Proven experience in a call center or customer service environment, preferably in the telecommunications sector.
  • Excellent verbal and written communication skills in English and Kiswahili.
  • Strong problem-solving and multitasking abilities.
  • Proficient in computer applications and CRM systems.
  • Ability to work under pressure and meet performance targets.
  • Flexibility to work in shifts, including weekends and holidays.

Key Competencies:

  • Customer-focused with a positive and professional attitude.
  • Strong interpersonal and listening skills.
  • Attention to detail and accuracy in handling customer data.
  • Team player with a proactive approach.
  • Time management and adaptability to dynamic work environments.

Method of Application:

Interested internal candidates who meet qualifications are encourage to apply through on or before 05th November 2025

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