Call Centre Agents

Call Centre Agents — Yellow Pages Kenya YP People Ltd | Nairobi, Kenya Full Time | On-Site | Posted October 14, 2026 | Apply by November 29, 2026 ABOUT THE OPPORTUNITY YP People is a staffing solutions company connecting skilled professionals with leading businesses across Kenya. We're looking for enthusiastic and professional Call Centre Agents to join our team on behalf of an established retail partner. As a deployed agent, you'll be the vital link between customers and the business, handling inquiries, processing orders, and turning feedback into service improvements. You'll work in a structured environment with clear targets and the support of an experienced team. WHAT YOU'LL DO Handle incoming and outgoing customer calls with professionalism and warmth, serving as the first touchpoint for customer interactions. Address customer questions regarding products, pricing, current promotions, store services and online purchases with accuracy and confidence. Document, monitor and resolve customer complaints and requests according to established timelines and procedures. Forward complicated or unresolved matters to the appropriate department or store management for further handling. Maintain precise records of customer data and interaction details in the designated management systems. Consistently meet performance benchmarks around call quality, response speed and overall customer satisfaction ratings. Adhere to client guidelines, communication scripts and information security protocols. Gather and communicate customer feedback patterns to your team leader to support ongoing service enhancements. WHAT WE'RE LOOKING FOR A Diploma or Bachelor's degree in Business Administration, Communication, Customer Service or a comparable discipline. One to two years of hands-on call centre experience, ideally in retail or customer-focused industries. Proven success managing both inbound and outbound customer communications. Comfortable navigating CRM platforms and customer management software. Strong spoken and written English communication abilities. Solid interpersonal skills with the capacity to resolve conflicts and solve problems creatively. Competence with Microsoft Office and general computer operations. Flexibility to work rotating shifts, including weekends and public holidays. Prior experience in an established call centre operation (such as Calltronix) is a valued bonus.