About
About CCI Global
CCI Global is a business process outsourcing (BPO) company based in Kenya, providing customer experience and support services to our clients. We help our clients deliver excellent service through skilled, motivated teams, and we are growing our team of customer care agents.
Role Summary
As a Customer Care Agent, you will be the voice of our clients' brands. You will handle customer enquiries through voice, email, chat, and social media, resolve issues on the first contact wherever possible, and deliver a consistently professional experience.
Key Responsibilities
- Handle inbound and/or outbound customer interactions across voice, email, chat, and social media.
- Resolve queries and complaints accurately, following client processes and scripts
- Document every interaction clearly in the client's CRM or ticketing system
- Meet targets for quality scores, average handling time, first-contact resolution, and customer satisfaction
- Escalate complex issues to team leaders using the correct procedure
- Stay up to date on client products, services, and policy changes
- Take part in coaching, training, and feedback sessions to keep improving
Requirements
- KCSE certificate minimum; a diploma or degree in a related field is an added
advantage
- [0–2] years of experience in a call centre, BPO, or customer service role (fresh
graduates encouraged to apply)
- Excellent spoken and written English [add other languages if needed]
- Clear, confident communication and good listening skills
- Computer literacy and a fast, accurate typing speed
- Ability to stay calm and professional with difficult customers
- Willingness to work in shifts, [including nights, weekends, and public holidays]
What We Offer
- Competitive salary plus performance incentives
- Paid training before you start on the floor
- Clear career growth path (e.g. SME, Team Leader, QA)
- A supportive, fast-paced, team-oriented work environment
