Call Centre Agents at Yellow Pages Kenya

Yellow Pages Kenya are recruiting friendly, confident Call Centre Agents on behalf of a well-established retail client. YP People is an outsourcing company that provides reliable, well-trained staff to leading businesses.

You will be employed and managed by YP People and deployed to the client’s call centre, where you will be the first point of contact for customers and help them with enquiries, orders and feedback.

Key Responsibilities

• Receive inbound customer calls and make outbound calls professionally and courteously.
• Respond to customer enquiries about products, prices, promotions, store services and online orders.
• Log, track and resolve customer complaints and requests within agreed timelines.
• Escalate unresolved or complex issues to the relevant store or department.
• Record accurate customer information and call details in the client’s systems.
• Meet the client’s service targets, including call quality, response time and customer satisfaction.
• Follow the client’s scripts, policies and data protection requirements.
• Handle customer feedback and share recurring issues with the team leader.

Requirements

• Diploma or Bachelor’s degree in Business Administration, Communication, Customer Service or a related field.
• Minimum of 1–2 years’ experience in a call centre environment, preferably within the retail or customer service sector.
• Experience handling both inbound and outbound customer interactions.
• Proficiency in using CRM systems and customer management tools.
• Excellent verbal and written communication skills in English.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office applications and general computer literacy.
• Ability to work in shifts, including weekends and public holidays.
• Added advantage: Experience working in a established call centre, such as Calltronix.

Deadline: Monday, November 30, 2026

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