Call Centre Agents(10)- Nairobi at Yellow Pages Kenya

Call Centre Agents(10)- Nairobi at Yellow Pages Kenya – Yellow Pages Kenya Kenya Job Details

About the Role

Yellow Pages Kenya is recruiting 10 Call Centre Agents to join its customer service team in Nairobi. This is a full-time position focused on managing customer interactions across multiple channels and delivering consistent service quality. The role sits at the front line of customer engagement, handling both inbound inquiries and outbound contact to resolve issues, process requests, and maintain customer satisfaction in a retail-focused environment.

The successful candidates will manage calls, emails, and chat communications while maintaining accuracy in product information delivery and complaint resolution. You’ll work within defined service standards, document all interactions in the CRM system, and escalate complex matters appropriately. This is a position for individuals who can maintain composure under call volume pressure while adhering to company protocols and confidentiality requirements.

Key Responsibilities

• Manage incoming and outgoing telephone calls with professionalism and efficiency, meeting established service levels.
• Respond to customer enquiries submitted via email and chat platforms within agreed timeframes.
• Supply customers with accurate details on products, promotional offers, order status, shipping information, product returns, and relevant company policies.
• Address customer complaints and requests promptly, working toward timely resolution without unnecessary delays.
• Route cases that cannot be resolved at first contact to the appropriate supervisor for further action.
• Record customer data correctly into the CRM platform and maintain comprehensive interaction notes for audit and reference purposes.
• Follow established communication scripts, operational workflows, and documented procedures at all times.
• Observe all data security protocols, privacy regulations, and internal compliance standards.

Requirements & Qualifications

• Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service, or a related discipline.
• One to two years of prior experience working in a call centre, ideally within retail or customer service sectors.
• Demonstrated experience handling both inbound customer calls and outbound contact initiatives.
• Working knowledge of CRM platforms and customer database management systems.
• Strong spoken and written command of English with clear articulation.
• Proven ability to identify problems, weigh options, and reach solutions in challenging customer situations.
• Competence with Microsoft Office software and general computer navigation skills.
• Capacity to manage multiple tasks simultaneously, function under deadline pressure, and process high volumes of calls without loss of quality.

What to Expect

• A structured work environment with defined processes, quality monitoring, and regular performance feedback.
• Exposure to diverse customer scenarios across the retail sector, requiring adaptability and problem-solving on a daily basis.
• Access to CRM training and customer service tools to support your productivity and adherence to service standards.
• This Call Centre Agents(10)- Nairobi at Yellow Pages Kenya position in Nairobi is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Send your updated CV to [[email protected]] with subject line:

“Call Centre Agent”

Application Deadline: [25th June 2026]