Teleperformance
Consulting + 2 more
Customer Service Representatives - Call Centre Operations
Description
Location: Nairobi, Kenya (On-site)
Employment Type: Full-time
Shift Pattern: Rotational shifts (Day & Night shifts, Weekends, and Holidays)
Experience Level: Entry-level candidates and fresh graduates are welcome to apply; previous customer service, call centre, or BPO experience is an added advantage.
About Teleperformance
Teleperformance is a global leader in business process outsourcing (BPO) and digital customer experience management. We connect top international brands with their customers by providing fast, reliable, and empathetic support across phone, email, chat, and social channels.
Role Summary
As a Customer Service Representative, you will be the primary link between global clients and their customers. You will deliver high-quality customer service, resolve issues on first contact whenever possible, and ensure every interaction meets global satisfaction standards.
Key Responsibilities
Handle customer inquiries via voice, email, chat, and digital channels in a professional manner.
Resolve queries and complaints promptly by following client processes and guidelines.
Maintain clear and accurate records of every interaction in CRM and ticketing tools.
Meet daily performance targets for customer quality scores, handling times, and first-contact resolution.
Escalate complex or specialized issues to Team Leaders following standard procedures.
Participate in continuous paid training, coaching, and team calibration sessions.
Physical Demands & Work Environment
While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment such as multi-line telephone systems, copy machines, calculators. Employees will regularly use a computer for extended periods of time.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.
Requirements
Diploma or Bachelor's Degree in any related field.
Entry-level candidates and fresh graduates are welcome to apply; previous customer service, call centre, or BPO experience is an added advantage.
C1 Advanced English proficiency with excellent written grammar and spoken communication.
Strong digital literacy with a typing speed of at least 45 WPM.
Excellent listening skills, empathy, and ability to stay calm with difficult inquiries.
Willingness to work flexible rotational shifts (including night shifts, weekends, and public holidays).
How to Apply
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