KenCall Contact Centre Agent Job in Kenya

Job Title: Contact Centre Agent

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 Qualities
  • 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
  • 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
Note: To apply, please go to and apply Online. 
Applications through any other channels will NOT be accepted.

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