About this role
Call Centre Agents
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
- Job Type Full Time
- Qualification BA/BSc/HND , Diploma
- Experience 1 - 2 years
- Location Nairobi
- Job Field Customer Care, Success and Service
Key Responsibilities
- Receive inbound customer calls and make outbound calls professionally and courteously.
- Respond to customer enquiries about products, prices, promotions, store services and online orders.
- Log, track and resolve customer complaints and requests within agreed timelines.
- Escalate unresolved or complex issues to the relevant store or department.
- Record accurate customer information and call details in the client’s systems.
- Meet the client’s service targets, including call quality, response time and customer satisfaction.
- Follow the client’s scripts, policies and data protection requirements.
- Handle customer feedback and share recurring issues with the team leader.
Requirements
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Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service or a related field.
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Minimum of 1–2 years’ experience in a call centre environment, preferably within the retail or customer service sector.
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Experience handling both inbound and outbound customer interactions.
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Proficiency in using CRM systems and customer management tools.
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Excellent verbal and written communication skills in English.
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Strong problem-solving and conflict-resolution abilities.
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Proficiency in Microsoft Office applications and general computer literacy.
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Ability to work in shifts, including weekends and public holidays.
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Added advantage: Experience working in a established call centre, such as Calltronix.
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Apply by Nov 30, 2026
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