BPO Associate (Call Center Representative)
TLDR
Support an international client with inbound/outbound calls, chats, and emails, delivering professional, client-aligned service and problem-solving in a fast-paced environment.
About VIZX Global
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.
We believe Africa, especially Kenya, is the next global outsourcing powerhouse, and we’re building a team that represents that vision.
Role Overview
We are looking for a BPO Executive (Call Center Representative) to support one of our international clients.
This role will handle inbound and outbound communication, customer support, and service delivery in a professional, efficient, and client-aligned manner.
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.
Key Responsibilities
Customer Engagement & Communication
- Handle inbound and outbound calls, chats, or emails according to client guidelines.
- Accurately capture customer information, issues, and feedback in CRM or call center tools.
- Deliver excellent customer service that reflects both the client’s and VIZX’s standards.
- Maintain professionalism, courtesy, and active listening in every interaction.
Client & Process Support
- Serve as an extended member of the client’s support or sales team.
- Understand client products, policies, and processes to handle queries confidently.
- Follow scripts, SOPs, and escalation paths to ensure consistent service quality.
- Participate in client check-ins, quality reviews, and refresher trainings.
Performance & Reporting
- Meet or exceed KPIs such as call volume, response rate, resolution time, and customer satisfaction scores.
- Keep daily logs and activity reports updated.
- Provide timely feedback on recurring issues, customer pain points, and improvement opportunities.
Quality & Continuous Improvement
- Adhere to call handling protocols and data privacy guidelines.
- Contribute to a culture of learning, teamwork, and continuous improvement.
- Stay informed on tools, trends, and communication practices relevant to the client’s industry.
Requirements
- Minimum 2 years’ experience in a contact center, customer service, or BPO environment.
- Experience serving international clients (USA, UK, or EU) preferred.
- Excellent English communication skills—both verbal and written.
- Strong computer literacy and familiarity with CRM, dialer, or ticketing tools (e.g., RingCentral, Call Center Studio, Zendesk, HubSpot).
- Ability to work evening or night shifts aligned with global client time zones.
- Proven ability to multitask, stay organized, and perform under pressure.
Nice to Have
- Prior experience in healthcare, real estate, or tech support call center accounts.
- Familiarity with tools such as Outreach, Salesforce, or Freshdesk.
- Background in sales, upselling, or lead qualification.
VIZX Global is a dynamic BPO and RPO firm that bridges global enterprises with top talent from Africa, particularly Kenya. We specialize in delivering comprehensive outsourcing solutions, including staffing, recruitment, payroll, and contact center operations, to clients across the USA, Europe, and Africa. Our goal is to elevate Africa as a premier outsourcing destination, empowering a new generation of professionals through meaningful work.