Vacancy title:
Call Center Agent

[Type: FULL_TIME, Industry: Goods, Category: Customer Service]

Jobs at:
Hotpoint Appliances Limited

Deadline of this Job:
Wednesday, November 12 2025

Duty Station:
Nairobi | Nairobi | Kenya

Summary
Date Posted: Tuesday, October 14 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Description

Hotpoint Appliances Ltd was established in 1984, with its first store located in Sarit Centre, Nairobi. In the late 1990s, the company became the sole distributor for LG Electronics in Kenya. Over time, Hotpoint acquired agencies for other globally recognized brands including Ariston, Westpoint, and Kenwood.
Today, Hotpoint has grown into a leading supplier of household and commercial electronic appliances, known for delivering high-quality products and exceptional customer service across East Africa.

Job Purpose

The Call Centre Agent will handle inbound and outbound calls to and from customers, addressing inquiries, resolving issues, and providing professional support to enhance the customer experience. The role requires active listening, empathy, and effective communication to deliver helpful solutions and ensure customer satisfaction.

Key Responsibilities and Accountabilities

• Respond to customer inquiries related to sales, purchases, promotions, showroom, and service center operations.
• Handle and transfer internal calls professionally and efficiently.
• Assist the warehouse team with online queries after work hours when required.
• De-escalate situations involving dissatisfied customers with patience and professionalism.
• Conduct follow-up calls to customers and make weekly “happy calls” to gather feedback on company services.
• Manage outbound follow-up and feedback communication with customers via Hotpoint’s social media platforms (Facebook, Twitter, Instagram).
• Accurately record and update customer interactions in the CRM system.
• Collaborate with other departments to ensure timely resolution of customer concerns.

Qualifications

• A Diploma in Sales, Marketing, Customer Care, or an equivalent field.
• Customer service training or prior experience in a call centre environment will be an added advantage.

Experience

• Minimum of 1 year of experience working in a busy call centre or customer service environment.
• Proven experience in handling both inbound and outbound calls.

Key Skills and Competencies

• Excellent communication skills (both verbal and written).
• Friendly, pleasant, and engaging personality.
• Strong phone etiquette and active listening skills.
• Familiarity with CRM systems and customer service practices.
• Customer-focused with the ability to adapt to different personality types.
• Excellent time management, multitasking, and prioritization abilities.
• Strong interpersonal, negotiation, and analytical skills.
• High level of integrity, responsiveness, and commitment.
• Ability to make sound decisions and maintain professionalism under pressure.

Skills

Adaptability Call Dispositioning Call Logging Accuracy Call Scripts & Objection Handling Communication CRM Data Entry & Updates De-escalation Techniques Dialer Systems Operation Inbound Call Handling NPS/CSAT/CES Measurement Problem-solving Quality Assurance Forms Service Recovery Protocols Work Ethic

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

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