Call Center Agent at Orchid HR Outsourcing KES 26K–54K Monthly

Essential Job Details:

• Position Title: Call Center Agent
• Location: Nairobi, Kenya
• Employment Type: Full-Time
• Number of Vacancies: 1
• Salary Range: KES 26,000 – 54,000 Monthly (est., ~10% under typical Nairobi market)
• Industry/Category: Customer Support (Call Centre) / Customer Experience
• Reporting To: Call Center Supervisor
• Application Deadline: 30/09/2025
• Client: Orchid HR Outsourcing (servicing the Telvoip account)

Introduction:

This Call Center Agent – Nairobi role is a high-impact customer experience opportunity tailored for ambitious support professionals who thrive in fast-moving contact centre environments. As a frontline representative, you’ll handle live customer interactions across calls, email, and messaging, moving fluidly from issue triage to resolution while upholding rigorous service standards. The Call Center Agent – Nairobi position is ideal for problem-solvers with a service mindset—people who can turn complex product questions into clear, reassuring answers and who see each conversation as a chance to build loyalty, protect revenue, and elevate the brand’s experience. You’ll be measured on meaningful outcomes—first-contact resolution, quality compliance, customer satisfaction, and disciplined documentation—making this an excellent platform to sharpen your support craft and grow into senior CX roles.

About Orchid HR Outsourcing

Orchid HR Outsourcing is a Nairobi-based talent partner delivering end-to-end people solutions for growth-oriented companies in East Africa. The firm supports clients with outsourced customer operations, HR advisory, and recruitment across telecom and ICT, among other sectors. For this vacancy, Orchid HR Outsourcing is staffing the Telvoip customer experience program—an environment built on service consistency, KPI discipline, and continuous improvement. Talent placed on the Telvoip account receives structured onboarding, knowledge-base access, and team-lead coaching designed to accelerate performance and career growth.

Key Responsibilities

As a Call Center Agent – Nairobi, you will execute customer-facing, documentation, compliance, and collaboration tasks that keep the service engine running smoothly and predictably.

Customer Support & Issue Resolution

• Answer inbound calls, emails, and messages promptly and professionally, adhering to greeting, verification, and call-flow standards.
• Troubleshoot and resolve customer concerns using approved scripts, KM articles, and diagnostic steps; escalate exceptions per SOP.
• Own follow-through by logging actions, scheduling callbacks where needed, and confirming closure to ensure customer satisfaction.

Outbound Engagement & Retention

• Conduct outbound outreach for feedback, NPS/CSAT surveys, collections, and targeted upsell campaigns for Telvoip products/services.
• Educate customers on features, usage best practices, and new offers to increase adoption and reduce repeat contacts.
• Identify at-risk customers (churn signals) and recommend corrective actions aligned to retention playbooks.

Data & Records Management

• Document every interaction in the CRM/ticketing tool with clear issue codes, root cause notes, and next steps to maintain data integrity.
• Maintain accurate customer profiles (contacts, products, preferences) to support seamless future engagements.
• Flag recurring issues and submit insight notes to inform product and process improvements.

Service Quality & Compliance

• Follow scripts, SOPs, and QA standards for openings, empathy, verification, resolution, and closures.
• Meet or exceed KPIs such as average handling time, adherence, first-contact resolution, CSAT, and quality scores.
• Protect customer data by complying with privacy, confidentiality, and security policies.

Collaboration & Knowledge Sharing

• Liaise with technical, sales, and operations teams to unblock complex cases and accelerate resolution times.
• Participate in training, coaching, and calibrations; contribute to updates in FAQs and knowledge articles.
• Provide actionable customer insights that help squads improve journeys, remove friction, and reduce repeat contacts.

Secondary Responsibilities

• Support onboarding of new clients by guiding setup, activation, and early-life usage.
• Execute promotional call-outs for campaigns and service updates to targeted customer lists.
• Draft/translate content for FAQs and help articles; offer multi-language support where applicable.
• Model positive culture by engaging in team-building and peer-mentoring activities.

Qualifications and Skills

Minimum Qualifications

• Diploma or Bachelor’s degree in Business Administration, Communications, Customer Service, or a related field.
• 1–3 years in a call center/contact centre or customer support role (telecom/ICT advantage).

Core Competencies

• Excellent verbal and written communication in English and Kiswahili; confident, warm phone presence.
• Active listening and structured problem-solving; calm under pressure with clear escalation judgment.
• Proficiency in MS Office and CRM/ticketing systems; accurate, fast data entry.
• Time management and multitasking—manage queues, callbacks, and after-call work efficiently.
• Confidentiality and professionalism—strict adherence to data privacy and brand conduct codes.

Preferred Exposure (an advantage, not mandatory)

• Telecom/ICT product knowledge (SIP/VoIP basics, bundles, billing categories).
• Experience with QA scorecards, AHT/ACW disciplines, and CSAT/NPS surveying.
• Familiarity with knowledge-base tools and change-management updates.

Company Culture and Values

On the Telvoip account, Orchid HR Outsourcing cultivates a coaching-led, KPI-driven culture with three pillars:

1. Customer Obsession – Every contact is an opportunity to own outcomes, reduce effort, and champion clarity.
2. Operational Excellence – Adherence, documentation quality, and predictable performance are non-negotiable.
3. Growth Mindset – Agents receive targeted feedback, micro-trainings, and skill-stacking opportunities (technical basics, objection handling, and retention tactics) to rise into senior support and team-lead roles.

How to Apply

Apply now for the Call Center Agent – Nairobi position.

Prepare and submit:

1. CV (max 2–3 pages) highlighting contact centre metrics (AHT, FCR, CSAT, QA).
2. Cover letter demonstrating telecom/ICT familiarity and issue-resolution examples.
3. Any relevant certifications (customer service, contact centre, language proficiency).

Email: careers@orchidhr.co.ke
Subject line: Application for Call Center Agent Position
Deadline: 30th September 2025

Only shortlisted candidates will be contacted. Orchid HR Outsourcing does not charge candidates any recruitment or placement fees.