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Gap Recruitment Call Center Agent Job(28K) Kenya 2021

Gap Recruitment Call Center Agent Job(28K) Kenya 2021
Career Employment Kenya: Gap Recruitment Call Center Agent Job(28K) Kenya 2021
Job Description: Today vacancy in Kenya

Gap Recruitment Call Center Agent Job(28K)

Call Center Agent Job, Latest Customer Service Jobs Kenya 2022, 

Job Title: Call Center Agent

Industry: Solar & Energy

Location:  Nairobi

Gross Salary: 28,000+ incentives

Job Purpose: Call Center Agent will act as the first line of service to all customers and will be expected to provide a one-stop service experience in a consistent, professional manner while embracing the company’s value. The successful candidate will also be expected to actively represent the customer throughout the organization by highlighting trends, suggesting and implementing service improvements.


  • Attend to inbound calls & provide customers with accurate, relevant and useful information regarding all aspects of our products and services.
  • Execute outbound calls for provision of customer feedback & telemarketing campaigns
  • Ensure that all customer queries, problems and complaints are fully resolved end-to-end within the set turn-around times and in liaison with the relevant teams
  • Escalate all issues not resolved on line to the relevant departments in accordance with the provided escalation matrix
  • Execute battery telephone sales in accordance with set monthly sales targets
  • Use sound judgment and take decisions that will maximize customer satisfaction.
  • Ensure the complete and effective resolution of customer’s immediate queries or concerns at first point of contact (First Call Resolution)
  • Update customer records on the CRM and any other relevant systems
  • Strive to continually improve personal performance in order to achieve team and departmental SLA’s and KPI’s

Key Performance Indicators:

  • Maintain the target Service Level by prompt handling of all inbound calls within the set ring-time and ensuring schedule adherence
  • To support all marketing-related programs by meeting Dial A Battery sales opportunity to individual and corporate customers
  • Adhering to the set call quality parameters and providing customers with quality telephone interactions
  • Following set Customer Experience Standards and ensuring adherence to all scripts and processes


  • Bachelor’s Degree or Diploma in business administration, sales & marketing or related business studies
  • Minimum of 2 years’ professional experience in customer experience with a proven track record in products sales and customer satisfaction
  • Should be versed with various Call Center Metrics (e.g. CAR, Service Level, Call Quality, AHT) and CRM or ERP system,
  • Aged between 22 and 28 years.
  • Superior verbal and written communication skills, with an ability for tact and diplomacy
  • Excellent interpersonal, organizational, multi-tasking and time-management skills
  • Ability to work with diverse teams as a team player
  • Outgoing personality and demonstrated passion for customers

How to Apply

Interested and qualified candidates to send their resumes to vacancies@gaprecruitment.co.ke latest by 28th January 2022

Indicate email subject as: Call Center Agent.

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