Support Centre Specialist at Peoplelink Consultants Ltd

Peoplelink Consultants Ltd is seeking a Support Centre Specialist to manage call centre operations and airport desk services in Nairobi.

What it offers

• Full-time position in Customer Care, Success and Service

Who can apply

• 4–5 years of progressive experience in a call centre, customer service, or fast-paced operations environment
• Proven experience supervising or coordinating a front-line, customer-facing team
• Experience in transport, logistics, aviation, hospitality, or a highly demanding service environment is an advantage
• Familiarity with service metrics, performance reporting, and digital dispatch software
• Experience with Zoho systems is a plus
• Exceptional planning, rostering, and analytical skills
• A calm, customer-obsessed demeanor under pressure

What you'll do

• Run day-to-day call centre operations handling customer bookings from mobile apps, web portals, phone lines, and email
• Own key performance indicators such as call answer rates, response times, ticketing accuracy, and customer satisfaction (CSAT)
• Oversee JKIA airport desk operations for punctual, smooth passenger pickups and premium meet-and-greet services
• Supervise shift leaders and frontline agents, fostering accountability and high performance
• Manage ticketing and customer escalations, resolving complex issues and preventing recurrence
• Maintain data integrity in dispatch systems, ensuring accurate logging and dispatching of customer bookings
• Partner with the Operations Manager and driver teams to match demand with fleet availability and optimize dispatch routing

How to apply

• Send your CV to jobs@peoplelink.co.ke
• Use the job title as the subject line