Contact Centre Agents Jobs at KenCall

On Wednesday, May 15th, 2013
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: 100Company 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

KenCall shall not be held liable for any transactions entered into with any other persons outside of KenCall’s offices.

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