Call Centre Trainee (Customer Support). [Openings: 5]
Administrative Jobs
K sh 42,000 – 58,000 gross / month
Openings: 5 Location: Nairobi – Mombasa Rd (Along Airtel Centre) Overview: If you’ve ever been patient with friends, family, or even strangers on WhatsApp, this role will put that skill to work and teach you the rest. You’ll join a busy support hub handling calls and chats for e-commerce and utility clients, where every interaction counts and every ticket tells a story. Training is hands-on: scripts, escalation protocols, soft skills, and ticketing systems are all part of the package. You won’t just read instructions you’ll practice real scenarios, troubleshoot basic issues, and learn how to keep customers calm when things go sideways. The pace is lively. One minute you’re verifying an account, the next you’re logging feedback or tagging trends for team reports. Attention to detail, empathy, and quick thinking are your best tools. Our client values upbeat energy and fast learners. You’ll get exposure to how call centres track KPIs like CSAT, AHT, and first-contact resolution skills that look great on any CV and will prepare you for a variety of customer-facing careers. This isn’t just an entry-level stint. Start as an agent, grow into senior roles or training positions, and eventually take the lead as a team supervisor. If you thrive in structured learning environments and enjoy helping people, this is a launchpad you don’t want to miss. Key Responsibilities: - Answer calls/chats; log tickets accurately. - Follow scripts; verify caller identity; escalate as needed. - Capture feedback; tag issues for reports. Education & Experience: - Certificate/Diploma in Customer Care/IT/Admin. - 0–1 year; good spoken English & Kiswahili. Skills: - Typing, listening, empathy, basic troubleshooting. KPIs: - AHT, first-contact resolution, CSAT, QA score. Compensation: KES 42,000–58,000 base + performance bonus (up to 8%). Client estimates. Variation depends on language ability, shift rotations (nights pay higher), and your QA/CSAT after training. Benefits: - Medical, shift transport, snacks. Growth Path: - Agent → Senior Agent/Trainer → Team Lead.