Call Center Agent

Responsibilities

• Receive and handle customer requests across all available communication channels.
• Verify the presence and compliance of mandatory documents for FERI, FERE, and ADC files.
• Identify missing documentation and follow up with customers to obtain necessary information.
• Create and accurately populate information sheets for FERI, FERE, and ADC processes.
• Ensure the traceability of all requests within the SYGREM system.
• Transmit complete files to the data entry officer for certified copying to the controller.
• Adhere to internal processing times and procedural guidelines.
• Maintain high-quality customer service standards and ensure user satisfaction.
• Ensure the total confidentiality of all processed information.

Requirements

Technical Skills

• Proficiency in Microsoft Office tools and CRM platforms.
• Knowledge of administrative procedures related to FERI, FERE, and ADC files (or the ability to learn quickly).
• Excellent written and oral communication skills in English (Swahili and French are an added advantage).
• Strong ability to analyze and verify administrative documentation.
• Proficiency in priority management and meeting deadlines.

Behavioural Skills

• Customer service and results-oriented mindset.
• Rigor and attention to detail.
• Strong interpersonal and active listening skills.
• Responsiveness and proactivity.
• Ability to work under pressure and in a team environment.
• Integrity and confidentiality.

Education and Experience

• Minimum Bac +2 (Diploma) in Administration, Management, Communication, or a related field.
• A minimum of 1 to 2 years of experience in a call center, customer service, or administrative file management.
• Experience in a regulatory or logistics environment in Kenya is a significant asset.

How to Apply

Interested and qualified candidates should apply online through the ITM Africa talent portal at: https://www.myjobmag.co.ke/apply-now/1211338. Ensure your profile is complete before submission.