Call Centre Agent

About Company

Staffrite Human Resource Africa Ltd. is a Kenyan organizational consulting firm headquartered in Nairobi. The company collaborates with employers to create efficient organizational structures and roles while assisting in recruiting and developing suitable talent. Staffrite specializes in executive search, IT and developer recruitment, management, and niche labor markets. Their services encompass recruitment, payroll management, HR consulting, corporate training, and labor law advisory. They also support individuals with career coaching, professional CV and cover letter preparation, LinkedIn profile optimization, interview coaching, and career development training.

Role Overview

The position of Call Centre Agent is a full-time, on-site role located in Nakuru. The chosen candidate will manage inbound and outbound calls, respond to customer inquiries promptly, deliver accurate information, and resolve customer issues efficiently with professionalism. Responsibilities include documenting and updating customer interactions in the system, escalating complex issues to relevant departments, following up to ensure customer satisfaction, and complying with call centre protocols. Achieving performance goals and contributing to continuous service improvement through feedback on recurring customer matters are also essential. Working collaboratively with supervisors and colleagues is key to maintaining consistent, high-quality customer care.

Qualifications and Requirements

• Capable of delivering high-quality customer service with a focus on customer satisfaction and support professionalism.
• Excellent interpersonal skills encompassing clear and effective communication, active listening, and a strong customer-oriented approach.
• Proficient in computer usage including call centre software systems, customer relationship management (CRM) platforms, email, and standard office applications.
• Prior experience in call centre or customer service environments is advantageous.
• Fluent in English and Kiswahili with superior verbal and written communication skills.
• Able to work physically on-site in Nakuru, efficiently manage high volumes of calls, and remain composed and professional under pressure.
• Minimum education requirement is a high school diploma; having a certificate or diploma related to customer service, business, or associated fields is preferred.