Call Centre Agents(10)- Nairobi at Yellow Pages Kenya

JOB SUMMARY

• The successful candidates will be responsible for handling inbound and outbound customer interactions, providing accurate product and service information, resolving customer queries, and delivering an exceptional customer experience across multiple communication channels.
• The role requires individuals who can effectively support retail customers, accurately capture customer information, and consistently achieve performance targets in a fast-paced environment.

KEY RESPONSIBILITIES

• Handle inbound and outbound customer calls professionally and efficiently.
• Respond to customer inquiries via email and chat within agreed service levels.
• Provide accurate information regarding products, promotions, orders, deliveries, returns, and company policies.
• Resolve customer complaints, requests, and inquiries effectively and in a timely manner.
• Escalate complex or unresolved cases to the Supervisor as required.
• Accurately capture and update customer information in the CRM system.
• Maintain detailed case notes and ensure all customer interactions are properly documented.
• Follow approved scripts, processes, and operational guidelines.
• Ensure compliance with confidentiality, data protection, and company policies.

QUALIFICATIONS & EXPERIENCE

• 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 within the retail or customer service sector.
• Experience handling both inbound and outbound customer interactions.
• Proficiency in using CRM systems and customer management tools.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office applications and general computer literacy.
• Ability to multitask, work under pressure, and manage high call volumes.