About Company
Faulu Microfinance Bank is a leading microfinance institution in Kenya, committed to transforming lives by providing innovative financial solutions to individuals, groups, and micro, small, and medium enterprises (MSMEs). Established in 1991, Faulu has grown into a strong and reliable partner for financial inclusion, reaching underserved communities across the country. With a deep understanding of local market dynamics and a customer-centric approach, we empower our clients to achieve their economic aspirations, fostering sustainable growth and community development. We pride ourselves on a culture of integrity, teamwork, and continuous learning, offering a vibrant environment where employees can thrive and make a tangible difference. Join our dedicated team and contribute to a legacy of positive impact.
Job Description
Are you an enthusiastic communicator with a passion for helping others? Do you have a natural ability to listen, understand, and provide solutions, even if you don’t have prior experience in a professional setting? Faulu Microfinance Bank is excited to announce an opening for a Call Center Agent in Kirinyaga County. This is a fantastic entry-level opportunity designed for individuals who are eager to kickstart their career in customer service and communication. We believe in potential and are committed to providing comprehensive training to equip you with all the skills needed to excel in this role.
As a Call Center Agent, you will be the friendly voice of Faulu, serving as the first point of contact for our valued clients. Your primary responsibility will be to assist customers with their inquiries, resolve issues, provide information about our products and services, and ensure a positive and seamless customer experience. This role requires strong active listening skills, empathy, and the ability to articulate information clearly and concisely. You will handle inbound calls, offering support and guidance, and escalating complex issues to appropriate departments when necessary. We’re looking for individuals who are not afraid to learn, adaptable, and genuinely enjoy interacting with people. If you’re ready to embrace a challenging yet rewarding career path where you can grow professionally and contribute to our mission of financial inclusion, we encourage you to apply! Join us and become an integral part of a team dedicated to making a difference in the lives of Kenyans.
Key Responsibilities
- Answer inbound calls promptly and professionally, addressing customer inquiries and concerns.
- Provide accurate and complete information about Faulu Microfinance Bank's products and services.
- Listen attentively to customer needs and provide appropriate solutions or direct them to the correct department.
- Resolve customer complaints and issues with patience and empathy, aiming for first-call resolution.
- Document all customer interactions accurately in the CRM system.
- Maintain a high level of customer satisfaction and contribute to a positive brand image.
- Adhere to company policies, procedures, and service level agreements.
- Participate in ongoing training and development programs to enhance product knowledge and communication skills.
- Collaborate with team members and other departments to ensure seamless service delivery.
Required Skills
- Excellent verbal communication skills in English and Swahili
- Strong active listening abilities
- High school diploma or equivalent (KCSE minimum D+)
- Basic computer literacy and ability to navigate multiple systems
- Empathy and a customer-centric mindset
- Problem-solving aptitude
- Ability to remain calm and professional under pressure
- Eagerness to learn and adapt to new information
Preferred Qualifications
- Prior experience in any customer-facing role (e.g., retail, hospitality, volunteer work) is a plus, but not required.
- Familiarity with financial services or microfinance concepts.
- Additional language proficiency (local dialects).
- Basic typing skills.
Perks & Benefits
- Comprehensive paid training program
- Competitive salary package
- Health insurance benefits
- Opportunities for career growth and advancement within Faulu Microfinance Bank
- A supportive and collaborative work environment
- Employee wellness programs
- Pension scheme
How to Apply
Interested and qualified candidates are encouraged to apply for this exciting opportunity by clicking on the application link below. Please ensure your application is submitted before the closing date.