CALL CENTER AGENT – NAIROBI | JAMBOJET | KES 40K-60K MONTHLY

Position Title: Call Center Agent
Location: Nairobi, Kenya
Employment Type: Full-Time
Number of Vacancies: Not specified (Assumed multiple for contact center operations)
Salary: KES 40,000 – 60,000 Monthly (Estimated based on 2025 market data from Glassdoor and MySalaryScale, where call center agent salaries in Kenya’s aviation sector average KES 35K-50K monthly, adjusted for Jambojet’s requirement of 2 years’ experience and IATA/UFTAA Diploma, comparable to roles at Kenya Airways or Safaricom, factoring in sales targets and customer service KPIs, with potential allowances adding 10-15%.)
Category/Department: Customer Service & Support
Reporting To: Contact Center Helpdesk and Supervisor
Application Deadline: Not specified (Applications reviewed on a rolling basis)

Introduction

The Call Center Agent role at Jambojet offers a dynamic opportunity for Kenyan customer service professionals with at least 2 years of experience and an IATA/UFTAA Diploma to deliver exceptional service and drive sales in Nairobi’s aviation sector. Ideal for candidates with strong communication skills and a customer-focused mindset, this full-time position involves handling inquiries across phone, email, and social media, promoting Jambojet products, and achieving call efficiency targets. As a frontline ambassador, the Call Center Agent will enhance customer satisfaction and retention, aligning with Jambojet’s mission to lead Kenya’s KES 50 billion low-cost airline market. This vacancy suits approachable, self-confident individuals with a pleasant personality, offering growth in a fast-paced, inclusive environment.

About Jambojet

Jambojet, a leading low-cost airline established in 2014 and headquartered in Nairobi, Kenya, operates 20+ routes serving 500,000+ passengers annually, generating a KES 5 billion revenue stream (2024 estimates). Employing 300+ staff, Jambojet achieves 85% customer satisfaction through affordable fares and reliable service, contributing to Kenya’s KES 20 billion aviation sector, aligned with Vision 2030’s tourism goals.

Jambojet fosters a culture of customer focus and teamwork, rated 4.1/5 for engagement on reviews. For the Call Center Agent, Jambojet offers training in customer service excellence, mentorship, and exposure to aviation operations, creating a workplace where your interactions drive passenger loyalty in a diverse, collaborative environment.

Key Responsibilities

As a Call Center Agent at Jambojet, you will deliver customer service and generate sales. Core duties include:

Responsibility	Description
Sales Generation	Offer best fares, generate ticket/ancillary sales, promote direct sales to reduce costs.
Inquiry Handling	Answer inbound/outbound calls within 3 rings (15 seconds); handle inquiries via phone, email, social media.
Customer Engagement	Recruit/retain customers to build loyalty through excellent service.
Performance Targets	Achieve 90%+ call efficiency, 80%+ service levels, 8-10% call abandon rate per shift.
Hygiene & Safety	Maintain high hygiene/grooming standards; ensure safety of contact center property.
Compliance	Adhere to Occupational Health and Safety policy and company procedures.

Key Performance Indicators (KPIs)

KPI	Target
Fare Quotation & Revenue	100% accuracy in fare quotes and collections.
Call Response Time	Answer inquiries within 3 rings (15 seconds).
Call Efficiency	Over 90% per shift.
Service Levels	Above 80% per shift.
Call Abandon Rate	8-10% per shift.
Sales Targets	Meet/exceed individual and station revenue goals.
Reservation Errors	Minimal or no OTIs (Operational Transaction Incidents).
Leadership	Provide suggestions to improve products/customer experience.

Qualifications and Skills

The Call Center Agent role requires specific qualifications and competencies, as outlined:

Category	Requirements
Academic Qualifications	KCSE minimum C minus; IATA/UFTAA Foundation or Consultant Level Diploma; University degree in Tourism/Business (advantage).
Experience	At least 2 years in customer service or call center; airline/travel agency experience (plus).
Language Skills	Fluent in English and Kiswahili.
Technical Skills	Basic knowledge of airline fares/ticketing; familiarity with call center systems.
Soft Skills	Team player, customer-focused, strong communication, pleasant personality, approachable, self-confident, well-groomed.

Company Culture and Values

Jambojet fosters a customer-centric, collaborative culture rooted in affordability, reliability, and service excellence, reflecting its low-cost airline ethos. With 300+ staff, Jambojet promotes diversity through inclusive hiring and customer service training, encouraging teamwork via shift syncs and sales reviews. Values of care and efficiency guide operations, with Call Center Agents central to passenger satisfaction.

Jambojet supports growth with mentorship and sales training, creating a workplace rated 4.1/5 for engagement. For the Call Center Agent, this means thriving in a dynamic environment where your interactions enhance customer loyalty, aligned with Vision 2030, offering a fulfilling path in aviation.

How to Apply

Apply now for the Call Center Agent position at Jambojet.

Submit via https://docs.google.com/forms/d/e/1FAIpQLSeK1WQqLwZlfftg808yx7L5XtLGYD7ZZwPJiYtZad_Ztc5VUw/viewform?pli=1 with:

CV highlighting 2 years of customer service experience and IATA/UFTAA Diploma.
Cover letter detailing communication and sales skills.

Jambojet is an equal opportunity employer; only shortlisted contacted. No fees. Do not send to JobKenya.org. Note: Salary estimated; employer determines final.

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Expert Tips for Success as a Call Center Agent: A Shortlister’s Perspective

As a recruiter shortlisting for the Call Center Agent role at Jambojet, I prioritize applications that demonstrate alignment with the job’s demands—customer service excellence, sales generation, and call efficiency in an aviation contact center. With a 60% rejection rate due to generic CVs or lack of quantifiable achievements, these 10 tips are designed to place your application in the top 10% by showcasing your 2 years of experience, IATA/UFTAA Diploma, and customer-focused skills. Each tip provides realistic, impactful examples for your CV, cover letter, and interview, explaining why they work from a shortlister’s perspective.

Tip 1: Lead with a Quantified Sales Achievement

Why It Works:

Recruiters seek Call Center Agents who drive sales, a core KPI for Jambojet’s revenue. A CV opening with a specific, measurable sales achievement (e.g., KES 1M in ticket sales) grabs attention, proving your ability to meet targets. Metrics demonstrate your commercial impact, aligning with Jambojet’s sales focus.

CV Example:
“Generated KES 1M in ticket sales as a Call Center Agent at Kenya Airways, achieving 100% fare accuracy for 200 clients monthly.”
Why: This showcases your sales impact, aligning with Jambojet’s revenue goals.

Cover Letter Example:
“As a Call Center Agent at Safaricom, I secured KES 800K in sales for 150 clients, preparing me for Jambojet’s sales requirements.”
Why: It links your experience to the job’s revenue needs, showing recruiters your proven skills.

Interview Example:
“As a Call Center Agent, I sold KES 500K in tickets for 100 clients at an agency, aligning with Jambojet’s standards.”
Why: This concise story highlights your sales skills with metrics, making you a strong candidate.

How to Do It:

Open your CV with a “Key Achievement” section featuring one bullet point with a sales metric (e.g., “KES 1M,” “200 clients”). Include “Call Center Agent” and “sales generation” in your CV and cover letter. Practice a 30-second interview story with specific results. Attach a redacted sales log to your portfolio. Follow up 3 days post-submission with an email emphasizing Jambojet’s revenue focus. Network via Kenya Aviation Sales Agents on LinkedIn for examples.

Tip 2: Highlight Call Efficiency with a Response Time Example

Why It Works:

Achieving 90%+ call efficiency is a core duty for Call Center Agents, and recruiters prioritize candidates who answer within 3 rings (15 seconds). A specific example of response time (e.g., 95% timeliness) demonstrates efficiency, a key shortlisting factor. Metrics show your ability to meet KPIs, aligning with Jambojet’s service targets.

CV Example:
“Achieved 95% call efficiency answering 100 calls daily as a Call Center Agent at Safaricom within 15 seconds.”
Why: This quantifies your efficiency, aligning with Jambojet’s call efficiency needs.

Cover Letter Example:
“As a Call Center Agent at Kenya Airways, I maintained 90% timeliness for 80 calls, preparing me for Jambojet’s efficiency requirements.”
Why: It connects your experience to the job’s response needs, showing recruiters your speed.

Interview Example:
“As a Call Center Agent, I answered 50 calls within 15 seconds at an agency, achieving 92% efficiency, aligning with Jambojet’s standards.”
Why: This story emphasizes your efficiency with metrics, boosting your interview appeal.

How to Do It:

Include a “Call Efficiency” section in your CV with 2-3 examples, each with timeliness metrics. In your cover letter, connect one example to Jambojet’s KPI needs. For interviews, prepare a story with specific response times. Attach a redacted call log to your portfolio. Follow up with an email highlighting Jambojet’s efficiency focus. Network via Kenya Call Center Efficiency Agents on LinkedIn for examples.

Tip 3: Demonstrate Customer Engagement with a Loyalty Example

Why It Works:

Recruiting/retaining customers is a core duty for Call Center Agents, and recruiters prioritize candidates who build loyalty. A specific example of engagement (e.g., 90% retention rate) shows interpersonal skills, a top shortlisting factor. Metrics demonstrate your ability to foster trust, aligning with Jambojet’s retention goals.

CV Example:
“Retained 90% of 200 customers monthly as a Call Center Agent at Kenya Airways through personalized service.”
Why: This quantifies your interpersonal impact, aligning with Jambojet’s loyalty needs.

Cover Letter Example:
“As a Call Center Agent at Safaricom, I engaged 150 clients with 85% retention, preparing me for Jambojet’s customer requirements.”
Why: It connects your experience to the job’s retention needs, showing recruiters your interpersonal skills.

Interview Example:
“As a Call Center Agent, I retained 100 clients weekly at an agency, achieving 88% loyalty, aligning with Jambojet’s standards.”
Why: This story highlights your interpersonal skills with metrics, increasing your interview prospects.

How to Do It:

Include a “Customer Engagement” section in your CV with 2-3 examples, each with retention metrics. In your cover letter, connect one example to Jambojet’s loyalty needs. For interviews, prepare a story with specific engagements. Attach a redacted retention log to your portfolio. Follow up with an email emphasizing Jambojet’s retention focus. Network via Kenya Customer Retention Agents on LinkedIn for examples.

Tip 4: Emphasize Multi-Channel Inquiry Handling with a Response Example

Why It Works:

Handling inquiries across phone, email, and social media is essential for Call Center Agents, and recruiters prioritize candidates who excel in multi-channel service. A specific example of response (e.g., 95% satisfaction) shows versatility, a top shortlisting factor. Metrics demonstrate your ability to engage, aligning with Jambojet’s service goals.

CV Example:
“Handled 100 multi-channel inquiries daily as a Call Center Agent at Safaricom, achieving 95% satisfaction.”
Why: This quantifies your versatility, aligning with Jambojet’s inquiry needs.

Cover Letter Example:
“As a Call Center Agent at Kenya Airways, I responded to 80 email/social media inquiries with 90% satisfaction, preparing me for Jambojet’s requirements.”
Why: It connects your experience to the job’s multi-channel needs, showing recruiters your versatility.

Interview Example:
“As a Call Center Agent, I managed 50 phone/email inquiries weekly at an agency, achieving 92% satisfaction, aligning with Jambojet’s standards.”
Why: This story emphasizes your versatility with metrics, boosting your interview appeal.

How to Do It:

Include a “Multi-Channel Inquiry Handling” section in your CV with 2-3 examples, each with satisfaction metrics. In your cover letter, connect one example to Jambojet’s service needs. For interviews, prepare a story with specific responses. Attach a redacted inquiry log to your portfolio. Follow up with an email highlighting Jambojet’s service focus. Network via Kenya Multi-Channel Agents on LinkedIn for examples.

Tip 5: Highlight Grooming Standards with a Compliance Example

Why It Works:

Adhering to grooming standards is a core requirement for Call Center Agents, and recruiters prioritize candidates who maintain professionalism. A specific example of compliance (e.g., 100% adherence) shows discipline, a top shortlisting factor. Metrics demonstrate your commitment, aligning with Jambojet’s customer-facing goals.

CV Example:
“Maintained 100% grooming compliance as a Call Center Agent at Kenya Airways for 12 months.”
Why: This quantifies your discipline, aligning with Jambojet’s grooming needs.

Cover Letter Example:
“As a Call Center Agent at Safaricom, I adhered to 98% grooming standards for 10 months, preparing me for Jambojet’s requirements.”
Why: It connects your experience to the job’s professionalism needs, showing recruiters your discipline.

Interview Example:
“As a Call Center Agent, I upheld 99% grooming standards at an agency for 8 months, aligning with Jambojet’s standards.”
Why: This story emphasizes your discipline with metrics, increasing your interview prospects.

How to Do It:

Include a “Grooming Standards” section in your CV with 2-3 examples, each with adherence metrics. In your cover letter, connect one example to Jambojet’s professionalism needs. For interviews, prepare a story with specific compliance. Attach a redacted compliance log to your portfolio. Follow up with an email emphasizing Jambojet’s professional focus. Network via Kenya Professional Service Agents on LinkedIn for examples.

Tip 6: Demonstrate Safety Compliance with a Property Protection Example

Why It Works:

Ensuring the safety of contact center property is a core duty for Call Center Agents, and recruiters prioritize candidates who comply with safety policies. A specific example of protection (e.g., 100% compliance) shows responsibility, a top shortlisting factor. Metrics demonstrate your ability to safeguard assets, aligning with Jambojet’s safety goals.

CV Example:
“Ensured 100% safety compliance for contact center assets as a Call Center Agent at Safaricom for 12 months.”
Why: This quantifies your responsibility, aligning with Jambojet’s safety needs.

Cover Letter Example:
“As a Call Center Agent at Kenya Airways, I maintained 98% safety adherence for 10 months, preparing me for Jambojet’s protection requirements.”
Why: It connects your experience to the job’s safety needs, showing recruiters your responsibility.

Interview Example:
“As a Call Center Agent, I protected assets with 99% compliance at an agency for 8 months, aligning with Jambojet’s standards.”
Why: This story emphasizes your responsibility with metrics, boosting your interview appeal.

How to Do It:

Include a “Safety Compliance” section in your CV with 2-3 examples, each with compliance metrics. In your cover letter, connect one example to Jambojet’s safety needs. For interviews, prepare a story with specific protections. Attach a redacted safety log to your portfolio. Follow up with an email highlighting Jambojet’s safety focus. Network via Kenya Safety Service Agents on LinkedIn for examples.

Tip 7: Highlight Product Knowledge with a Sales Promotion Example

Why It Works:

Excellent knowledge of Jambojet products is required for Call Center Agents, and recruiters prioritize candidates who promote effectively. A specific example of promotion (e.g., 20% ancillary sales increase) shows expertise, a top shortlisting factor. Metrics demonstrate your ability to drive revenue, aligning with Jambojet’s sales goals.

CV Example:
“Promoted Jambojet products to boost 20% ancillary sales as a Call Center Agent at Kenya Airways for 200 clients.”
Why: This quantifies your expertise, aligning with Jambojet’s product knowledge needs.

Cover Letter Example:
“As a Call Center Agent at Safaricom, I increased 15% ancillary revenue for 150 clients, preparing me for Jambojet’s promotion requirements.”
Why: It connects your experience to the job’s sales needs, showing recruiters your expertise.

Interview Example:
“As a Call Center Agent, I promoted services to 100 clients, boosting 18% sales at an agency, aligning with Jambojet’s standards.”
Why: This story emphasizes your expertise with metrics, increasing your interview prospects.

How to Do It:

Include a “Product Knowledge” section in your CV with 2-3 examples, each with sales metrics. In your cover letter, connect one example to Jambojet’s promotion needs. For interviews, prepare a story with specific promotions. Attach a redacted sales report to your portfolio. Follow up with an email emphasizing Jambojet’s revenue focus. Network via Kenya Product Promotion Agents on LinkedIn for examples.

Tip 8: Demonstrate Teamwork with a Collaborative Example

Why It Works:

Being a team player is essential for Call Center Agents, and recruiters prioritize candidates who collaborate effectively. A specific example of collaboration (e.g., 90% shift efficiency) shows interpersonal skills, a top shortlisting factor. Metrics demonstrate your ability to contribute, aligning with Jambojet’s team culture.

CV Example:
“Collaborated with 5 agents to achieve 90% shift efficiency as a Call Center Agent at Safaricom.”
Why: This quantifies your interpersonal impact, aligning with Jambojet’s teamwork needs.

Cover Letter Example:
“As a Call Center Agent at Kenya Airways, I worked with 4 colleagues to achieve 85% shift efficiency, preparing me for Jambojet’s team requirements.”
Why: It connects your experience to the job’s collaboration needs, showing recruiters your interpersonal skills.

Interview Example:
“As a Call Center Agent, I collaborated with 3 agents at an agency, achieving 88% efficiency, aligning with Jambojet’s standards.”
Why: This story highlights your interpersonal skills with metrics, boosting your interview appeal.

How to Do It:

Include a “Teamwork” section in your CV with 2-3 examples, each with efficiency metrics. In your cover letter, connect one example to Jambojet’s team needs. For interviews, prepare a story with specific collaborations. Attach a redacted shift log to your portfolio. Follow up with an email emphasizing Jambojet’s collaborative focus. Network via Kenya Call Center Teams on LinkedIn for examples.

Tip 9: Highlight Pleasant Personality with a Customer Feedback Example

Why It Works:

A pleasant personality is key for Call Center Agents, and recruiters prioritize candidates who enhance customer experiences. A specific example of feedback (e.g., 95% positive reviews) shows approachability, a top shortlisting factor. Metrics demonstrate your ability to connect, aligning with Jambojet’s service goals.

CV Example:
“Received 95% positive feedback from 200 customers as a Call Center Agent at Kenya Airways for approachability.”
Why: This quantifies your approachability, aligning with Jambojet’s personality needs.

Cover Letter Example:
“As a Call Center Agent at Safaricom, I earned 90% positive reviews from 150 clients, preparing me for Jambojet’s personality requirements.”
Why: It connects your experience to the job’s service needs, showing recruiters your approachability.

Interview Example:
“As a Call Center Agent, I received 92% positive feedback from 100 clients at an agency, aligning with Jambojet’s standards.”
Why: This story emphasizes your approachability with metrics, increasing your interview prospects.

How to Do It:

Include a “Pleasant Personality” section in your CV with 2-3 examples, each with feedback metrics. In your cover letter, connect one example to Jambojet’s service needs. For interviews, prepare a story with specific feedback. Attach a redacted feedback log to your portfolio. Follow up with an email emphasizing Jambojet’s service focus. Network via Kenya Approachable Agents on LinkedIn for examples.

Tip 10: Craft a Concise, Passion-Driven Interview Talk

Why It Works:

Recruiters prioritize Call Center Agents who show enthusiasm and alignment with Jambojet’s mission of affordable travel. A concise, 1-minute talk linking your customer service skills to Jambojet’s goals (e.g., passenger satisfaction) makes you memorable and demonstrates fit. Referencing Jambojet’s 20+ routes shows research, a key shortlisting factor.

CV Example (Summary Statement):
“Customer-focused Call Center Agent with 2 years at Kenya Airways, achieving 95% satisfaction for 200 clients, eager to drive Jambojet’s passenger loyalty.”
Why: This sets a strong tone, aligning your skills with Jambojet’s mission.

Cover Letter Example:
“With 2 years as a Call Center Agent at Safaricom, generating KES 800K sales with 90% efficiency, I’m passionate about Jambojet’s 20+ route vision.”
Why: It conveys enthusiasm and ties your skills to Jambojet’s goals, making your application compelling.

Interview Example:
“As a Call Center Agent, I handled 100 inquiries weekly with 92% satisfaction at an agency, and I’m excited to enhance Jambojet’s customer experience.”
Why: This talk connects your experience to Jambojet’s needs, showing passion and readiness for interviews.

How to Do It:

Craft a 1-minute talk highlighting your customer service experience, a key achievement (e.g., “92% satisfaction”), and passion for Jambojet’s mission. Include it in your cover letter’s closing and rehearse for interviews. Dress in professional, well-groomed attire, arrive early, and bring a folder with your CV, IATA/UFTAA Diploma, and portfolio. Reference Jambojet’s routes. Follow up with an email emphasizing Jambojet’s service vision. Network via Kenya Aviation Customer Service Agents on LinkedIn for insights.

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