Call Center Agent at Flexi-Personnel

Call Center Agent at Flexi-Personnel – Flexi-Personnel Kenya Job Details

About the Role

Flexi-Personnel is recruiting a Call Center Agent to join their customer service operations in Nairobi. This is a full-time position focused on managing customer interactions across voice, email, and messaging channels. The successful candidate will be responsible for handling inbound and outbound communications, resolving customer issues, and ensuring consistent service delivery throughout the customer journey.

Call Center jobs in Nairobi require someone who can balance multiple communication channels while maintaining accuracy and professionalism. You’ll work directly with customers and internal teams to support shipment tracking, handle complaints, and deliver timely updates. This role is ideal for professionals with 1–2 years of contact center experience and a customer-first mindset.

Key Responsibilities

• Process inbound and outbound calls to address shipment inquiries, customer complaints, service requests, and general questions.
• Respond to customer messages via email, WhatsApp, and social media platforms within agreed response times.
• Furnish customers with real-time shipment tracking information and collection status updates.
• Work with internal departments and external logistics partners to facilitate timely delivery and resolve fulfillment issues.
• Provide post-delivery support and follow-up to ensure customer satisfaction after transactions.
• Document all customer interactions accurately in the CRM system and maintain complete interaction records.
• Educate customers on services and policies to enhance their overall experience and reduce repeat inquiries.
• Follow company protocols and service standards to maintain consistent quality across all customer touchpoints.

Requirements & Qualifications

• Diploma or Bachelor’s degree in Customer Service, Business Administration, Communications, or related field.
• Minimum 1–2 years of demonstrated experience working in a call center or customer support environment.
• Hands-on experience with CRM platforms and customer database management systems.
• Strong spoken and written English communication skills with ability to convey information clearly.
• Customer service background with demonstrated problem-solving and conflict resolution abilities.
• Capability to manage multiple customer requests simultaneously and handle high call volumes.
• Preferred: Prior experience in logistics, transport operations, or supply chain customer support.

What to Expect

• Competitive remuneration package aligned with industry standards for Call Center jobs in Kenya.
• Opportunity to develop your customer service skills and advance within the organization through structured support.
• A structured work environment with clear performance metrics and regular feedback.
• The Call Center Agent at Flexi-Personnel position in Nairobi is open to qualified candidates. Click Apply below to submit your application.