Customer Support Agent- Mbale at Bidhaa Sasa

We are hiring entry-level Outbound Call Centre Agents based in our Nairobi, Kenya offices to support our mission of building strong client relationships and delivering excellent customer service. Guided by our core values of Build Relationships and The Customer is Always Right, this role is rooted in connecting with and listening to clients to understand their needs and build trust, while also ensuring we serve them efficiently and gather feedback to continuously improve our services. Key responsibilities include making outbound calls to collect customer feedback, verify payment details, assess satisfaction, update client records, and share actionable insights with field teams. The position reports to the Credit Risk Analyst and offers an opportunity to join a dynamic, fast-growing start-up that values adaptability and teamwork.

What You’ll Do:

• Conduct credit and collections outbound calls to customers to; verify and allocate payment details for accurate record keeping, clarify accounting and payment issues, provide reminders on upcoming payments, and share lists of accounts requiring follow-up with relevant sales personnel.
• Customer Satisfaction: Conduct follow-ups within 7 days of a sale to appreciate customers, clarify the sales process, address product questions, and gauge satisfaction. There are also biannual follow-ups to understand future customer needs.
• Customer Support/Returns: Serve as the first point of contact by assisting with product setup and usage, providing phone-based technical support, initiating and scheduling return or exchange processes, tracking return reasons, and coordinating reverse logistics for items to be returned to the supplier.
• Compliance: performing spot checks on processes, implementation, and delivery, and validating Multi-Level Marketing (MLM) downstream sales and the activity of Group Leaders.
• Conduct customer and market research to: gather insights on customer needs, potential products, and pricing; collect early feedback on new products; identify ideas for complementary products; understand preferred aspects of the selling process; and determine the reasons customers choose to buy from Bidhaa Sasa.
• Data Analytics and Insights: to identify trends in product sales and seasonality, support forecast modelling, evaluate sales force effectiveness, compare performance across districts and sales personnel, identify best practices, and provide actionable insights to the Sales Manager for improving team performance.

What You’ll Bring:

• A diploma in a relevant field such as Sales and Marketing, Public Relations, or a related discipline.
• A genuine passion for rural development and making a meaningful impact on the lives of underserved communities, with enthusiasm for working in a multi-cultural environment.
• A deep appreciation for diversity and a respectful approach toward others.
• Strong team spirit, with the ability to lead by example, actively listen, and build trust and long-lasting relationships with both clients and colleagues.
• A high sense of ownership and a desire for autonomy, balanced by accountability and responsibility.
• Self-motivation, excellent organizational skills, and the ability to work independently while meeting set targets.
• Exceptional listening skills, a high level of empathy, and a strong customer service orientation.
• Excellent verbal and written communication skills.
• Strong communication skills in English, with the ability to communicate clearly in at least two of the following local dialects (based on our customer base):
• For the Kenya roles: Kiswahili, or Kikuyu.
• Knowledge of customer service principles and best practices.
• Familiarity with call centre telephony systems and related technology.
• A high typing speed.
• Prior experience in a similar customer support or call centre role is an added advantage.