KenCall is the first company of its kind in Kenya and is setting the standard for the future of Call Centre operations in this country.
We provide telemarketing and customer support services to customers in Britain and the U.S.
Title: Contact Centre Agent
Location: Nairobi, Kenya
Openings: 100
Company Profile
KenCall is Kenya’s largest contact center operating globally and providing call center and Business Process Outsourcing (BPO) services to organizations worldwide.
KenCall offers unrivalled experience in customer care, telesales, technical support, customer acquisition, web chat services and BPO.
Its business is built upon world-class technology infrastructure and operations.
Job Profile
The contact centre agent responds to customer needs in a professional, service-oriented manner and maintains the highest level of customer satisfaction by seeking first contact resolution.
Main Responsibilities of the Job:
Provide professional customer service by:
Listening attentively to customers and responding to customer enquiries via email, live chat and phone
Anticipating potential needs or problems of customers
Maintaining a balance between business and customer needs
Following through on commitments
Making recommendations of alternate solutions if customer expectations cannot be met and following relevant escalation contact protocols
Maintaining confidentiality of information
Achieving first contact resolution (FCR)
Handling complaints or issues satisfactorily
Providing accurate information about products and services
Processing transactions effectively
Working Conditions
Hours of work will vary and shift work will be required
Agents may be required to sit for long periods of time
Main Skills
Excellent verbal and written communication skills
A minimum typing speed of 30wpm (A MUST)
Ability to learn detailed instructions quickly
Superior problem solving skills
A high level of comfort in purchasing and using digital music
Ability to explain detailed instructions articulately and clearly
Ability to multi-task effectively
Technical aptitude
Personal Attributes
Strong work ethic
Exceptional customer service skills
Ability to recognize sales opportunities
Excellent telephone manner
A Passion for the music and media industry
Positive attitude
Excellent personal grooming
Clear neutral accent
Personal Requirements
Educational and/or Other Requirements/Qualifications
An Education background in the arts, preferably music.
Multi-channel experience is preferred: email/chat/phone
Knowledge of computer and communication systems
Experience in customer service environments an asset
Previous contact centre experience an asset
International exposure is highly advantageous
If you are interested in joining a winning team, we invite you to view our current openings and submit your resume.
KenCall does not employ any recruiting agents or agencies, nor does it charge for interviews or any other activities related to recruiting.
Career applications are accepted daily online on www.kencall.com
KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.
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