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CONTACT CENTER AGENT
Qualification:
The Contact Center Agent will serve as the first point of contact for clients and partners, handling inquiries, resolving issues, and ensuring seamless customer experiences.
Experience:
1 yrs
Nairobi
Full Time
03 February 2026
Openings: 3
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Job Description
The Contact Center Agent will serve as the first point of contact for clients and partners, handling inquiries, resolving issues, and ensuring seamless customer experiences. This role is critical in supporting ABNO’s reputation for excellence in ERP solutions and organizational design services.
Key Responsibilities
Customer Support & Service Delivery
  • Receive and handle incoming client calls, emails, and system tickets professionally and efficiently.
  • Provide first-level support for ABNO software products, escalating complex issues as required.
  • Accurately log, track, and update client issues using the designated ticketing system.
  • Ensure timely follow-up and resolution of client queries in line with agreed SLAs.
Client Relationship Management
  • Deliver a positive customer experience by demonstrating empathy, professionalism, and product knowledge.
  • Communicate clearly with clients on issue status, timelines, and resolutions.
Process & Quality Compliance
  • Adhere to ABNO’s customer service standards, policies, and procedures.
  • Maintain accurate records and documentation of all client interactions.
  • Participate in quality assurance reviews and continuous improvement initiatives.
Collaboration & Continuous Improvement
  • Work closely with technical, implementation, and product teams to resolve client issues.
  • Identify recurring issues and provide feedback to support process and system improvements.
  • Participate in training sessions to stay updated on system enhancements and service protocols.
Knowledge, skills and experience required
  • Diploma or Degree in Business, IT, Customer Service, or a related field.
  • Previous experience in a contact center, customer support, or client-facing role is an added advantage.
  • Basic understanding of IT systems or software applications is preferred.
Other Competencies
  • Excellent Communication
  • Organizational Skills
  • Problem-Solving
  • Attention to Detail
  • Discretion & Confidentiality
  • Self-motivated, proactive and takes initiative
  • Collaborative team player with a growth mindset
  • Flexible and adaptable to changing priorities
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