Call Center Agent – Inclusive Hiring for Persons with Disabilities (PWDs) | Kisumu | Apply by 16th May 2025

Call Center Agent – Inclusive Hiring for Persons with Disabilities (PWDs) | Kisumu | Apply by 16th May 2025

ESSENTIAL JOB DETAILS

• Position Title: Call Center Agent
• Location: Kisumu – Mega City Mall Area, Kenya
• Job Type: Full-Time
• Target Group: Persons with Disabilities (PWDs)
• Application Deadline: 16th May 2025

INTRODUCTION

Our organization, in partnership with Riziki Source, is actively seeking to recruit Call Center Agents in Kisumu through a disability-inclusive hiring program. This initiative is designed to promote equal employment opportunities and economic empowerment for persons with disabilities (PWDs) in Kenya.

This role is ideally suited to applicants who are enthusiastic about customer service, comfortable using digital systems, and able to communicate clearly and confidently in both English and Kiswahili. If you are a person with a disability looking to join a progressive team that values inclusion, accessibility, and professionalism, this opportunity is for you.

ORGANIZATION BACKGROUND

We are a forward-thinking employer with a commitment to diversity and social impact. Our partnership with Riziki Source—an organization dedicated to enhancing employment opportunities for persons with disabilities—is a testament to our goal of fostering inclusive workplaces across Kenya. This initiative aligns with Kenya’s constitutional commitment to non-discrimination and global Sustainable Development Goals (SDGs) promoting equality and decent work for all.

The call center unit you will be joining is an essential part of the business, acting as the first point of contact between the company and its clients. The successful candidates will receive adequate training, supportive supervision, and growth opportunities to build a long-term career in customer service.

POSITION OVERVIEW

The Call Center Agent will be responsible for handling inbound and outbound customer service calls, providing accurate information, resolving queries, and maintaining a positive customer experience. The role will involve working in shifts, using a headset, logging call outcomes into the customer relationship management (CRM) system, and engaging with a range of clients from across Kenya.

Candidates must be able to follow scripts, demonstrate empathy, handle challenging interactions calmly, and escalate complex cases appropriately.

KEY RESPONSIBILITIES

1. Customer Service and Client Interaction

• Respond promptly to customer inquiries via phone, email, or other communication channels.
• Manage both inbound and outbound calls in a professional and courteous manner.
• Identify customer needs, clarify information, and provide appropriate solutions.
• Provide accurate information regarding products, services, policies, and procedures.
• Escalate unresolved or complex issues to supervisors or relevant departments.

2. Communication and Professionalism

• Demonstrate fluency and clarity in both English and Kiswahili during all interactions.
• Maintain professionalism, empathy, and a helpful attitude at all times.
• Document interactions accurately and completely in the CRM system.
• Maintain high standards of confidentiality and data security in line with company policy.

3. Technical Proficiency

• Use a headset and call center software to manage conversations effectively.
• Log call outcomes, customer details, and feedback for future reference.
• Utilize templates and reference documents to ensure consistency and accuracy.
• Participate in virtual training sessions and continuous learning modules.

4. Team Collaboration and Continuous Improvement

• Attend daily briefings and weekly team meetings.
• Share insights and suggest improvements based on customer feedback.
• Participate in scheduled performance evaluations and coaching sessions.
• Collaborate with team members to meet departmental goals and customer satisfaction benchmarks.

MINIMUM ELIGIBILITY CRITERIA

• Must be a person with a disability with documentation from a registered medical or disability association.
• Must have successfully completed a degree, diploma, or certificate in any discipline.
• Demonstrate strong verbal and written communication skills.
• Must possess basic computer literacy, including email use and typing.
• Fluency in English and Kiswahili is essential.
• Ability to work flexible shifts, including weekends and holidays when needed.
• Previous call center or customer service experience is advantageous but not mandatory.

ADDITIONAL COMPETENCIES AND ATTRIBUTES

• Ability to multitask in a fast-paced environment.
• Positive attitude and resilience under pressure.
• Strong interpersonal and conflict resolution skills.
• Attention to detail and ability to follow instructions precisely.
• Adaptability and openness to learning new technologies.
• Commitment to inclusivity and team cooperation.

COMPANY CULTURE AND VALUES

We value and promote:

• Inclusion: We embrace diversity and strive to ensure that everyone has equal access to opportunities.
• Excellence: We commit to providing outstanding service in every customer interaction.
• Teamwork: We believe in the power of collaboration and mutual respect.
• Innovation: We encourage creative thinking and value feedback as a means of growth.
• Integrity: We uphold the highest standards of honesty and accountability.

Our call center is designed to be accessible, with support structures in place including assistive technologies, ergonomic workspaces, and workplace accommodations tailored to individual needs.

WHAT TO EXPECT FROM THIS OPPORTUNITY

• A supportive, inclusive environment that values the unique talents and perspectives of PWDs.
• Hands-on training in customer service best practices and digital tools.
• Performance-based progression and professional growth.
• Opportunities to transition into leadership or specialized service roles.
• Access to peer support groups and employee wellness resources.
• Recognition programs for top-performing team members.

APPLICATION PROCESS

To apply, interested candidates must complete the following steps:

1. Prepare an updated Curriculum Vitae (CV) detailing your academic background and any work experience.
2. Complete the official form using this inclusive job application form for persons with disabilities.
3. Submit any supporting documentation, including your disability status letter or card.

Note: Only complete applications submitted through the above Google Form will be considered. Late or incomplete submissions will not be processed.

DEADLINE

All applications must be submitted no later than 16th May 2025.
Shortlisted candidates will be contacted for a virtual or in-person interview.

ADDITIONAL ENGAGEMENT

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