Call Center Representative

Branch Manager - Hola Branch at KCB Bank Kenya

Remote Call Center Representative

Location: Remote, Kenya
Employment Type: Full Time
Reports To: Remote Call Center Supervisor

Job Summary

We are seeking a tech-savvy, self-motivated Remote Call Center Representative to join our distributed team. In this role, you will handle inbound and/or outbound customer interactions from the comfort of your home office. You will be responsible for resolving inquiries, troubleshooting issues, and delivering a seamless customer experience—all while maintaining the professionalism and efficiency of a traditional call center environment.

Responsibilities

Virtual Customer Support: Handle a high volume of inbound calls, emails, and/or chat inquiries professionally while working remotely.
Issue Resolution: Identify customer needs, troubleshoot technical or account-related issues, and provide accurate solutions within established time limits.
Documentation: Accurately log all customer interactions, details, and resolutions into the CRM system in real-time.
Self-Management: Maintain productivity and focus without direct on-site supervision, adhering to scheduled shifts, break times, and performance metrics.
Escalation Management: Identify complex issues and escalate to the appropriate department or supervisor while maintaining ownership of the customer experience.
Upselling: Recognize opportunities to recommend relevant products or services based on customer needs.
Collaboration: Participate in virtual team meetings, training sessions, and one-on-one coaching via video conferencing.

Qualifications

Required:

High-Speed Internet: Must have a reliable, hardwired (or high-performance wireless) internet connection
Dedicated Workspace: A quiet, distraction-free home office environment that complies with company privacy and security requirements.
Experience: 2 years of experience in customer service, call center, or a remote support role.
Tech Proficiency: Comfortable navigating multiple software applications, CRM systems, and communication tools (e.g., Zoom, Microsoft Teams, Slack) simultaneously.
Communication: Excellent verbal and written communication skills; ability to convey empathy and professionalism without visual cues.
Self-Discipline: Proven ability to manage time effectively, meet productivity goals, and work independently with minimal supervision.

Preferred:

Associate’s or Bachelor’s degree.
Experience with Salesforce, Zendesk, Five9 or VOIP phone systems.

Requirements

This is a fully remote position. Employees are responsible for providing a suitable home office setup, including:
- A personal computer or laptop meeting company specifications (or company-provided equipment)
- USB headset with noise-canceling microphone
- Backup internet plan or mobile hotspot to ensure connectivity during outages
Company may provide laptop, monitor, headset, stipend for home office setup.

Schedule

Must be available to work a flexible schedule, including evenings, weekends, holidays as needed.
Shifts are assigned based on business needs and may include set schedules with occasional rotation.