Customer Service Agent (Contact Centre) [12 positions]

Administrative Jobs

K sh 45,000 – 80,000 gross / month

Openings: 12 positions Location: Nairobi – Thika Rd Overview: Our client is on the lookout for twelve Customer Service Agents who can keep calm when the chat queue isn’t. Based along Thika Road, you’ll be part of a buzzing contact centre helping customers with orders, returns, and wallet issues, sometimes all before your first cup of tea. If you like solving problems and leaving people happier than you found them, this is your arena. Picture it: headphones on, dashboard open, one customer typing “hello?”, another calling about a delayed parcel, and you unshakenly juggling it all with empathy and precision. You’ll be trained on systems, scripts, and soft skills that make conversations smoother and first-contact resolutions more frequent. Around here, metrics matter, but so does the smile in your voice. Every ticket you close right the first time, every return you process cleanly, every note you log properly, it all keeps the marketplace running seamlessly. You’ll also share the little insights customers drop daily, the ones that help the Product team make smarter tweaks. It’s hands-on work with real impact. If you’re reliable, quick on the keyboard, and can turn “I’m frustrated” into “Thank you so much,” then step up. We’ve got twelve open spots, steady shifts, growth paths that actually materialize, and a team that cheers each other on even on Monday mornings. Key Responsibilities: - Answer calls/chats; follow scripts; solve in first contact where possible. - Log tickets; categorize correctly; escalate with all info needed. - Process returns/exchanges; verify documents and eligibility. - Educate customers on self-service; capture feedback for Product. - Hit AHT, QA, and CSAT targets; join weekly coaching sessions. - Keep knowledge base notes current; suggest improvements. Education & Experience: - Diploma/Certificate in Business/IT/Comms; contact-centre experience is a plus. Skills & Tools: - Typing speed, calm voice, CRM/ticketing systems, conflict resolution. KPIs: - FCR, AHT, CSAT/NPS, QA scores, adherence. Compensation (Kenya): KES 45,000–80,000 + shift allowance + monthly incentives. Figures are estimates shared by our clients and vary with your experience, interview performance, certifications, and company pay bands. Benefits: - Medical, transport stipend for late shifts, 21 leave days, staff discount. Growth Path: - Senior Agent → Team Leader → Quality/Workforce/Training → Service Delivery Manager. Ideal hierarchy and expected promotion cycle.