BPO Associate (Call Center Representative)

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    "id": "88",
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    "location": {
      "city": "Nairobi",
      "state": "Nairobi"
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    "location": {
      "city": "Nairobi",
      "state": "Nairobi",
      "postalCode": "00100",
      "addressCountry": "Kenya"
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    "datePosted": "2025-10-31",
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    "description": "<p><span style=\"color: rgb(230, 126, 35); font-size: 14pt; font-weight: bold\">About VIZX Global</span></p>\n<p>VIZX Global is a rapidly growing BPO and RPO firm on a mission to connect global enterprises with Africa’s top talent. We provide outsourcing solutions in staffing, recruitment, back-office support, payroll, and contact center operations for clients across the USA, Europe, and Africa.<br><br></p>\n<p>We believe Africa, especially Kenya, is the next global outsourcing powerhouse, and we’re building a team that represents that vision.</p>\n<p><br><span style=\"color: rgb(230, 126, 35); font-size: 14pt; font-weight: bold\">Role Overview</span></p>\n<p>We are looking for a BPO Executive (Call Center Representative) to support one of our international clients.<br><br>This role will handle inbound and outbound communication, customer support, and service delivery in a professional, efficient, and client-aligned manner.<br><br></p>\n<p>The position is ideal for someone who thrives in a fast-paced, client-focused environment, values quality communication, and enjoys problem-solving with empathy and precision.<br><br></p>\n<p><span style=\"color: rgb(230, 126, 35); font-size: 14pt; font-weight: bold\">Key Responsibilities</span><br><span style=\"font-weight: bold\">Customer Engagement &amp; Communication</span></p>\n<ul>\n<li>Handle inbound and outbound calls, chats, or emails according to client guidelines.</li>\n<li>Accurately capture customer information, issues, and feedback in CRM or call center tools.</li>\n<li>Deliver excellent customer service that reflects both the client’s and VIZX’s standards.</li>\n<li>Maintain professionalism, courtesy, and active listening in every interaction.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>Client &amp; Process Support</span></p>\n<ul>\n<li>Serve as an extended member of the client’s support or sales team.</li>\n<li>Understand client products, policies, and processes to handle queries confidently.</li>\n<li>Follow scripts, SOPs, and escalation paths to ensure consistent service quality.</li>\n<li>Participate in client check-ins, quality reviews, and refresher trainings.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>Performance &amp; Reporting</span></p>\n<ul>\n<li>Meet or exceed KPIs such as call volume, response rate, resolution time, and customer satisfaction scores.</li>\n<li>Keep daily logs and activity reports updated.</li>\n<li>Provide timely feedback on recurring issues, customer pain points, and improvement opportunities.</li>\n</ul>\n<p><span style=\"font-weight: bold\"><br>Quality &amp; Continuous Improvement</span></p>\n<ul>\n<li>Adhere to call handling protocols and data privacy guidelines.</li>\n<li>Contribute to a culture of learning, teamwork, and continuous improvement.</li>\n<li>Stay informed on tools, trends, and communication practices relevant to the client’s industry.<br><br></li>\n</ul>\n<p><span style=\"font-weight: bold\">Requirements</span></p>\n<ul>\n<li>Minimum 2 years’ experience in a contact center, customer service, or BPO environment.</li>\n<li>Experience serving international clients (USA, UK, or EU) preferred.</li>\n<li>Excellent English communication skills—both verbal and written.</li>\n<li>Strong computer literacy and familiarity with CRM, dialer, or ticketing tools (e.g., RingCentral, Call Center Studio, Zendesk, HubSpot).</li>\n<li>Ability to work evening or night shifts aligned with global client time zones.</li>\n<li>Proven ability to multitask, stay organized, and perform under pressure.</li>\n</ul>\n<p><br><span style=\"font-weight: bold\">Nice to Have</span></p>\n<ul>\n<li>Prior experience in healthcare, real estate, or tech support call center accounts.</li>\n<li>Familiarity with tools such as Outreach, Salesforce, or Freshdesk.</li>\n<li>Background in sales, upselling, or lead qualification.</li>\n</ul>",
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    "minimumExperience": "Entry-level",
    "jobOpeningShareUrl": "https://vizxglobal.bamboohr.com/careers/88",
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