Support Centre Specialist at Peoplelink Consultants Ltd

Support Centre Specialist at Peoplelink Consultants Ltd – Peoplelink Consultants Ltd Kenya Job Details

About the Role

Peoplelink Consultants Ltd is recruiting a Support Centre Specialist to manage customer service operations across multiple channels in Nairobi. This is a full-time position requiring someone with 4–5 years of call centre or customer service experience and proven ability to lead frontline teams. You’ll take ownership of daily operations, performance metrics, and service delivery across a transportation and airport services environment.

The Support Centre Specialist at Peoplelink Consultants Ltd will coordinate customer interactions originating from mobile applications, web portals, phone systems, and email, while overseeing JKIA airport desk operations and managing shift leaders and agents. This role sits at the intersection of customer satisfaction, operational efficiency, and team leadership, requiring both tactical execution and strategic problem-solving in a high-volume service setting.

Key Responsibilities

• Oversee call centre operations on a day-to-day basis, managing customer bookings from the mobile app, web portal, phone lines, and email channels.
• Own performance metrics including call answer rates, response times, ticketing accuracy, and customer satisfaction (CSAT) scores.
• Manage JKIA airport desk operations to ensure timely, coordinated passenger pickups and premium meet-and-greet service delivery.
• Supervise and coordinate shift leaders and frontline agents, building accountability and maintaining high service standards across the team.
• Handle ticketing and customer escalation processes, resolving complex issues quickly and implementing preventative measures to reduce recurrence.
• Maintain data integrity across dispatch systems, ensuring all customer bookings are accurately logged and correctly dispatched to drivers.
• Collaborate with the Operations Manager and driver teams to match customer demand with fleet availability and optimize dispatch routing.

Requirements & Qualifications

• 4–5 years of progressive experience in call centre operations, customer service, or a similarly structured fast-paced environment.
• Proven experience directly supervising, coaching, or coordinating frontline customer-facing staff.
• Background in transport, logistics, aviation, hospitality, or another demanding service sector (preferred).
• Competence with service metrics, performance reporting, and digital dispatch software systems.
• Experience using Zoho systems is an advantage.
• Strong planning and shift rostering skills with the ability to structure workflows and enforce service standards.
• Ability to remain composed under pressure while handling high-volume shifts and unexpected service disruptions.
• Analytical capability to identify dispatch bottlenecks, manage customer complaints, and improve operational efficiency.

What to Expect

• A structured operational environment where performance metrics are tracked and staff accountability is central to the role.
• Responsibility for multiple channels and teams, requiring strong multitasking and delegation skills.
• This Support Centre Specialist at Peoplelink Consultants Ltd position in Nairobi is open to qualified candidates. Click Apply below to submit your application.

Method of Application

Interested candidates should send their CVs to [email protected], with the job title as the subject line.