Yellow Pages Kenya is a full-service digital agency providing print, online and digital services. We have been in existence for over 30 years, present in Angola, Sao Tome, East Timor, Mozambique, Cape Verde, and now in Tanzania handling advertising needs for corporates, SMEs, and small businesses across our group companies

Responsibilities or duties

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 or requirements

• 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.

• 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.

• 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.

• 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.