Call Centre Agents (Entry Level) at M-Gas

Call Centre Agents (Entry Level) at M-Gas – M-Gas Kenya Job Details

About the Role

M-Gas is recruiting Call Centre Agents (Entry Level) to join its customer service team in Kenya. This is a full-time position based on a shift schedule, as the company operates 24-hour customer support to serve its gas supply customer base. Call Center jobs in Kenya span multiple service channels, and this role encompasses phone, in-person, and online customer interactions.

As a Call Centre Agent at M-Gas, you will be the first point of contact for customers seeking assistance with cooking gas products and services. Your focus will be on delivering responsive, courteous support that keeps customers satisfied and confident in their choice of M-Gas. The role requires strong communication skills and the ability to work effectively under pressure.

Key Responsibilities

• Handle incoming customer inquiries across phone, in-person, and online channels with prompt and helpful responses.
• Take ownership of customer issues from start to resolution, ensuring problems are addressed in a timely manner.
• Record all customer interactions and communication history within the company CRM system and related platforms.
• Address customer complaints by acknowledging concerns and working through resolution steps.
• Process customer orders, applications, and service requests accurately and efficiently.
• Update and maintain current customer records in the company database.
• Prepare and distribute daily reports on customer product usage and account activity.
• Conduct follow-up calls with customers to confirm satisfaction and gather feedback on the product.
• Report any computer system malfunctions or technical issues to the IT team and relevant management.
• Suggest process improvements and recommend enhancements to customer service procedures and internal systems.
• Schedule technician and sales representative visits for customers as required by operational needs.

Requirements & Qualifications

• High school diploma or equivalent general education qualification.
• Demonstrated ability to communicate clearly over the telephone and in face-to-face settings.
• Friendly, helpful demeanor with a genuine commitment to customer service.
• Emotional resilience; ability to remain composed when customers are frustrated or upset.
• Comfortable and competent using computer systems and software applications.
• Strong attention to detail when processing information and maintaining records.
• Fluency in English and Kiswahili (both spoken and written).
• Previous experience in a customer support or call center environment is preferred.

What to Expect

• Shift-based work schedule as part of M-Gas’s 24-hour customer service model; flexibility is essential.
• A structured entry-level environment where you will build foundational customer service skills and product knowledge.
• Ongoing interaction with customers from diverse backgrounds and with varying levels of technical knowledge.
• This Call Centre Agents (Entry Level) at M-Gas position in Kenya is open to qualified candidates. Click Apply below to submit your application.