Call Centre Agent – Nairobi, Kenya

Unifi is recruiting energetic and customer-focused individuals for the position of Call Centre Agent based in Nairobi. This is a permanent role within a fast-growing financial and technology-driven organisation operating across multiple African countries, including Kenya, Zambia, Uganda, and South Africa.

The company operates in the financial services sector, specialising in personal lending products delivered through branch networks, mobile platforms, and online channels. The organisation is backed by experienced shareholders and a board with strong expertise in entrepreneurship, lending, and financial services innovation.

This opportunity is ideal for individuals who are passionate about customer service, communication, and financial solutions, and who want to grow within a dynamic and expanding fintech environment.

Job Overview

• Position: Call Centre Agent
• Company: Unifi
• Location: Nairobi
• Employment Type: Permanent
• Industry: Financial Services / Fintech
• Functional Area: Operations / Customer Service
• Experience Level: Entry Level
• Closing Date: 22 May 2026

The role focuses on customer engagement, call handling, product support, loan servicing communication, and maintaining strong customer relationships while ensuring service excellence across all client interactions.

About the Company

Unifi is a rapidly expanding financial technology company that provides personal lending solutions designed to improve access to credit across African markets.

The company operates in multiple countries and uses a combination of digital systems, mobile platforms, and physical branches to serve customers. Its business model is built around simplifying access to credit while ensuring responsible lending practices and strong customer engagement.

The organisation is supported by experienced leadership and investors who bring extensive knowledge in finance, entrepreneurship, and credit management. This allows the company to scale its operations while maintaining strong customer service standards.

Purpose of the Role

The primary purpose of the Call Centre Agent role is to provide high-quality customer service by handling incoming calls, resolving customer queries, promoting financial products, and supporting clients with loan-related services.

The successful candidate will act as a key communication link between the company and its customers, ensuring that all customer interactions are handled professionally, efficiently, and in line with company policies.

This role requires individuals who are comfortable working in a fast-paced environment, can manage multiple customer interactions, and are able to maintain professionalism under pressure.

Key Responsibilities

Customer Service and Call Handling

One of the main responsibilities is answering incoming calls from customers and providing accurate assistance.

This includes:

• Answering incoming calls promptly and professionally
• Responding to customer queries and concerns
• Providing accurate product and service information
• Assisting customers with loan-related questions

The ability to communicate clearly and professionally is essential in ensuring a positive customer experience.

Complaint Resolution and Issue Management

The Call Centre Agent will be responsible for managing and resolving customer complaints effectively.

Responsibilities include:

• Listening to customer complaints carefully
• Investigating issues using internal systems
• Resolving complaints where possible
• Escalating unresolved issues to supervisors

Customer satisfaction is a priority, and effective complaint resolution helps maintain trust and loyalty.

Sales and Product Promotion

In addition to customer support, the role involves promoting and selling financial products offered by Unifi.

This includes:

• Promoting personal loan products
• Explaining product features and benefits
• Encouraging customers to apply for services
• Supporting sales targets

The ability to communicate value and build trust with customers is important for success in this area.

Information Handling and Research

The agent will be required to research and retrieve information using internal systems and available resources.

This includes:

• Searching for customer account information
• Reviewing loan applications and records
• Verifying employment or financial details
• Ensuring accurate data processing

Accurate information handling ensures smooth customer service operations and reduces errors in financial processing.

Application Processing and Data Checks

The role involves assisting with processing customer-related queries and applications.

Tasks include:

• Employment verification
• New employer validation
• Data verification and checks
• Routing calls to appropriate departments

Attention to detail is critical when handling financial data and customer applications.

Documentation and Reporting

The Call Centre Agent must maintain proper records of all customer interactions.

Responsibilities include:

• Logging all calls accurately
• Recording customer details and issues
• Completing call reports
• Documenting outcomes of interactions

Accurate documentation helps improve service quality and supports operational reporting.

Escalation of Issues

The agent is expected to identify and escalate complex issues to supervisors or relevant departments.

This includes:

• Identifying recurring customer issues
• Reporting system or process problems
• Escalating urgent cases promptly
• Communicating trends in customer complaints

Escalation ensures that serious issues are resolved efficiently and effectively.

Customer Relationship Management

Building and maintaining strong customer relationships is an important part of the role.

Responsibilities include:

• Maintaining positive customer interactions
• Following up on customer queries
• Encouraging timely loan repayments
• Supporting customer retention efforts

Strong customer relationships contribute to long-term business success and customer satisfaction.

Marketing and Brand Awareness

The role also includes participation in marketing and brand-related activities.

This may involve:

• Supporting brand awareness campaigns
• Participating in promotional activities
• Engaging with customers during marketing initiatives
• Promoting company services positively

Employees play a role in shaping the public perception of the company through customer interactions.

Teamwork and Workplace Culture

The Call Centre Agent is expected to contribute to a positive and collaborative working environment.

This includes:

• Working effectively as part of a team
• Supporting colleagues when needed
• Sharing knowledge and information
• Contributing to a positive workplace culture

The company encourages a supportive and engaging work environment that promotes teamwork and employee satisfaction.

Required Skills and Competencies

The ideal candidate should demonstrate the following skills and qualities:

Communication Skills

Strong verbal and written communication skills are essential for interacting with customers effectively.

Customer Service Orientation

A strong focus on delivering excellent customer experiences and resolving issues efficiently.

Organizational Skills

Ability to manage multiple tasks, calls, and customer requests simultaneously.

Multitasking Ability

Handling multiple systems and customer interactions at the same time.

Problem-Solving Skills

Ability to analyse issues and provide effective solutions.

Attention to Detail

Accuracy when handling customer data, applications, and financial information.

Commercial Awareness

Understanding of financial products and services and their value to customers.

Team Player Attitude

Ability to work collaboratively within a customer service environment.

Minimum Requirements

To qualify for this role, candidates should meet the following requirements:

Work Experience

• Previous experience in a call centre or customer service role is preferred

Experience in customer-facing environments such as retail, banking, or sales is also beneficial.

Educational Qualification

• A degree in Business Administration, Finance, or related field is preferred but not mandatory

Candidates with relevant experience may still be considered without a degree.

Industry Knowledge

• Understanding of financial products and services is an advantage
• Familiarity with lending or credit services is beneficial

Working in the Financial Services Industry

Working in a financial services call centre provides valuable exposure to banking, credit management, and customer financial behaviour.

Employees gain experience in:

• Customer relationship management
• Financial product knowledge
• Credit processes and loan administration
• Sales and service integration
• Compliance and data handling

This experience can serve as a strong foundation for careers in banking, finance, sales, and customer service management.

Career Growth Opportunities

Successful candidates may grow into roles such as:

• Senior Call Centre Agent
• Customer Service Supervisor
• Team Leader
• Collections Agent
• Sales Consultant
• Branch Support Officer

Unifi offers opportunities for career development within a growing regional business, especially for employees who demonstrate strong performance and commitment.

Why This Opportunity May Be Suitable

This role may be ideal for candidates who:

• Enjoy working with people
• Have strong communication skills
• Are interested in finance and lending
• Can work in a fast-paced environment
• Want to build a career in customer service or banking
• Are motivated, energetic, and results-driven

The company is looking for individuals who are proactive, customer-focused, and eager to grow within the organisation.

Application Information

Interested candidates who meet the requirements are encouraged to apply before the closing date of 22 May 2026.

Applicants should ensure that their CVs include:

• Personal details
• Previous customer service experience
• Educational background
• Relevant skills and competencies
• Contactable references

Candidates who demonstrate professionalism, strong communication skills, and a customer-oriented mindset will be well positioned for consideration.