Call Centre Agents at Yellow Pages Kenya

 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

• Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service or a related field.
• Minimum of 1–2 years’ experience in a call centre environment, preferably within the retail or customer service sector.
• Experience handling both inbound and outbound customer interactions.
• Proficiency in using CRM systems and customer management tools.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office applications and general computer literacy.
• Ability to work in shifts, including weekends and public holidays.
• Added advantage: Experience working in a established call centre, such as Calltronix.

Apply by Nov 30, 2026