Call Center Agent

Riziki Source is a purpose-driven technology platform committed to expanding economic opportunities for persons with disabilities across Kenya. By bridging the gap between skilled job seekers and forward-thinking employers, Riziki Source is redefining inclusion in the Kenyan workforce. As part of this mission, we are seeking a motivated and professional Call Center Agent to join our growing customer service team in Nairobi.

In this full-time role, you will be the first point of contact for customers, handling inbound and outbound calls with professionalism, empathy, and efficiency. If you are a strong communicator who thrives in a fast-paced environment and genuinely cares about delivering outstanding customer experiences, this opportunity is for you.

• Handle inbound and/or outbound customer calls in a professional and courteous manner.
• Provide accurate, up-to-date information regarding products and services to customers.
• Address and resolve customer inquiries, concerns, and complaints in a timely and satisfactory manner.
• Maintain clear, professional, and empathetic communication throughout every customer interaction.
• Accurately capture, record, and update customer information in the relevant systems and databases.
• Consistently meet and exceed performance targets including average call handling time, quality assurance scores, and customer satisfaction metrics.
• Apply critical thinking and structured problem-solving to resolve complex or escalated customer issues efficiently.
• Demonstrate emotional intelligence when navigating difficult conversations, de-escalating tensions, and ensuring positive outcomes.
• Collaborate with team leads and colleagues to improve processes and share best practices.

• Must be able to communicate clearly and persuasively in both English and Swahili, verbally and in writing, adapting tone to different customer situations.
• Must demonstrate active listening — picking up on customer cues, asking clarifying questions, and confirming understanding before responding.
• Must be capable of navigating computer systems and CRM tools to log and retrieve customer information accurately and quickly.
• Must exhibit emotional intelligence in practice — showing empathy, maintaining composure under pressure, and managing challenging customer interactions without escalation.
• Must be able to apply logical reasoning to diagnose customer issues and propose workable solutions within set guidelines.
• Must hold at least a Bachelor's degree (BA/BSc/HND) from a recognised institution.
• Must be fully available for full-time employment, including rotating shifts where required.
• Must be based in Nairobi and able to report to the workplace as required.
• Must not be currently enrolled in any academic programme — full availability is essential.

The estimated monthly salary for this role ranges from KES 25,000 to KES 45,000, commensurate with experience and performance. Riziki Source, as an inclusive employer, may also offer additional support structures aligned with its disability-inclusion mandate. Specific benefits will be discussed during the hiring process.

Ideal candidates are recent graduates or early-career professionals who are passionate about customer service, communicate confidently in English, and are ready to commit fully to a professional work environment. Candidates who are empathetic, resilient, and solution-focused will thrive in this role. Persons with disabilities are strongly encouraged to apply, in line with Riziki Source's core mission.

Do not apply if you are currently enrolled in school or any training programme requiring significant time away from work, if you are unwilling to work shifts, or if you are not based in Nairobi and unable to relocate immediately.

• Prepare an updated CV clearly highlighting your communication skills, any customer-facing experience, and your educational background.
• Write a brief cover letter (no more than one page) explaining why you are a strong fit for this role and how your skills align with Riziki Source's mission.
• Submit your application through the Riziki Source platform or the job board where this listing was found.
• Only shortlisted candidates will be contacted for the next stage of the recruitment process.
• Important: Do not pay any fees for certification, notarisation, or assessment as part of this or any legitimate recruitment process.