Friday, December 21, 2012

Call Centre Agent Job in Nairobi Kenya

 Job Description

Call Centre Agent

Reports To: Service Delivery Manager

Job Objective:

The purpose of this role is to field and log technical customer calls and e-mails; provide first line support, troubleshoot problems and advise on the appropriate action, or otherwise escalate issues to next level support.

Essential Functions

    Manage support calls/e-mails, and escalate to the relevant team
    Open, track and close trouble tickets; maintain status updates and requests with the Customer.
    Engage various troubleshooting methods to fix a problem, logging the calls into a service desk system.
    Periodically call up customers post incident resolution to ensure their satisfaction and provide any additional service if required.
    Perform additional diagnostic duties with the customer
    Provide fault analysis and prepare reports

Competencies/Skills set

    Excellent troubleshooting and critical thinking skills
    Effective communication skills both oral and written
    Effective analytical and problem-solving skills
    Good ethical conduct
    Ability to work in multi-cultural and multi-lingual environments
    Ability to work flexible shifts that include evenings and weekends

Qualifications and Experience

    Current college student with coursework in any of the following disciplines: - Computer Science, Telecommunications, Electrical or Electronic engineering or related technical disciplines
    At least one years’ experience working with computer technology in a business or institutional environment

Job-related Skills

    Computer Literacy in MS Office is essential
    Professional Communication
    Interpersonal Skills
    Problem Solving
    Decision making
    Analytical Skills


    Goal oriented, learning skills
    Assertive, pro-active and initiative
    Team oriented, adaptability
    Stress tolerance, perseverance
    Tactful, attention to detail, problem-solving
    Goal oriented, flexible
    Task execution, planning and organizing


The position will be based in Nairobi

Must be prepared to work long hours and weekends

Must be willing to assume varying responsibilities as delegated from time to time.

If interested, kindly send your CV to,with the job title as the subject matter