Vacancy title:
Call Center Agent

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

Jobs at:
Orchid HR Outsourcing

Deadline of this Job:
Tuesday, September 30 2025

Duty Station:
Kenya | Nairobi | Kenya

Summary
Date Posted: Monday, September 22 2025, Base Salary: Not Disclosed

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JOB DETAILS:

About the Role

We are seeking a proactive and customer-oriented Call Center Agent to join our Customer Experience/Operations team. Reporting to the Call Center Supervisor, the successful candidate will be the first point of contact for our customers, handling inquiries, requests, and complaints with professionalism and efficiency. The role plays a key part in ensuring customer satisfaction, loyalty, and support for Television services or other experience strategy.

Key responsibilities:

Customer Support & Communication

• Answer inbound calls, emails, and messages promptly and professionally.
• Provide accurate information, resolve customer issues, and escalate when necessary.
• Maintain a high level of customer satisfaction by handling complaints, resolving, and minimizing unresolved cases.
• Follow call scripts and communication guidelines.
• Follow up with customers to ensure full resolution and satisfaction.

Outbound Engagement & Retention

• Conduct outbound calls for feedback, surveys, collections, and upselling of services/products and services.
• Promote customer loyalty programs and other retention initiatives.
• Re-engage customers at risk of churn and provide solutions to encourage continued service.

Data & Records Management

• Accurately document customer interactions in CRM systems, including issues, resolutions, and follow-up actions.
• Maintain confidentiality and integrity of customer records and information.
• Share insights and feedback with relevant teams to improve services and processes.

Collaboration & Knowledge Sharing

• Work closely with technical teams, sales, and other departments to resolve customer concerns.
• Collaborate in training sessions and workshops to improve customer service and enhance team skills.
• Provide feedback and suggestions for process improvements.

Secondary Responsibilities

• Assist team members where needed and provide support in high workload periods.
• Take part in team meetings and contribute positively to team culture.
• Support the implementation of training and quality assurance programs.
• Participate in initiatives aimed at improving service standards.
• Flexibility to handle multiple tasks and projects assigned by the call center function.

Qualifications & Experience

• Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service, or a related field.
• 1-3 years of experience in a call center, customer service, or contact center role (telecom/ICT sector preferred).
• Excellent verbal and written communication skills in English and Kiswahili.
• Strong interpersonal and conflict resolution skills.
• Proficiency in MS Office and customer relationship management (CRM) tools.
• Ability to remain calm, professional, and efficient under pressure.

Work Hours: 8

Experience in Months: 12

Level of Education: bachelor degree

Job application procedure

Interested candidates should send their CV and cover letter highlighting relevant experience to careers@orchidhr.co.ke with the subject line:

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