Customer Service Representative at Teleperformance

Customer Service Representative at Teleperformance – Teleperformance Kenya Job Details

About the Role

Teleperformance is recruiting a Customer Service Representative for its Nairobi operations. This is a full-time position in the call center sector, offering the chance to work with both business and consumer-facing clients across multiple service lines. You will handle customer inquiries through phone, email, and chat, providing technical and non-technical support while maintaining professional standards and building lasting customer relationships.

As a Customer Service Representative at Teleperformance, you will be the primary contact for customers seeking assistance with products and services. The role demands strong communication skills, product knowledge, and the ability to resolve issues efficiently under pressure. Success in this position requires a proactive approach to problem-solving and a commitment to customer satisfaction.

Key Responsibilities

• Handle customer inquiries across multiple communication channels—phone, email, and chat—responding promptly to each request.
• Demonstrate a professional, empathetic, and courteous manner in all customer interactions, regardless of the complexity or tone of the inquiry.
• Investigate customer complaints thoroughly and implement solutions to resolve issues to their satisfaction.
• Build and maintain comprehensive product knowledge to answer customer questions accurately and assist with troubleshooting.
• Record all customer interactions, transactions, complaints, and feedback in the designated database systems for audit and quality purposes.
• Collaborate with colleagues and supervisors to escalate complex issues and coordinate solutions when necessary.
• Conduct data entry and research activities to diagnose and resolve technical or service-related problems.
• Provide constructive feedback on customer service processes and suggest improvements to team management.

Requirements & Qualifications

• Minimum one year of verified experience in a customer service role, either in a call center or similar customer-facing environment.
• Completion of a secondary school education or higher; a diploma or degree in a related field is preferred.
• Typing speed of at least 40 words per minute with accuracy of 90% or above.
• Proficiency in English at C1 level with excellent grammar, spelling, and written communication skills.
• Working knowledge of Microsoft Word, Microsoft Excel, and other standard office software.
• Strong interpersonal skills with the ability to remain composed when handling difficult or upset customers.
• Capacity to learn quickly, absorb detailed product and brand information, and retain complex procedural knowledge.
• Ability to multitask, prioritize workload, and maintain attention to detail in a high-volume call center environment.
• Flexibility to work both day and night shifts on a rotating schedule as operational needs dictate.

What to Expect

• A structured work environment with clear performance metrics, regular feedback, and opportunities to develop customer service expertise.
• Shift-based scheduling that may include evenings and nights, with advance notice of rosters where possible.
• Training provided on company systems, products, and customer service protocols before you begin independent contact handling.
• The Customer Service Representative at Teleperformance position in Nairobi is open to qualified applicants. Click Apply below to submit your application.