Customer Service Processor - Outbound Calls
Salix Data · Nairobi
Company Description
SALIX is an award-winning global Business Process Outsourcing (BPO) and data services company trusted by more than 2,500 clients worldwide.
For over 25 years, we have partnered with organizations across the globe to solve complex business challenges through customer support, business process outsourcing, e-discovery, cybersecurity, and data services.
At SALIX, we believe exceptional careers are built through accountability, continuous learning, strong performance, and a commitment to excellence. We hire for potential and invest in people who are motivated to learn, grow, and contribute to a high-performing team.
We are seeking motivated, customer-focused, and dependable individuals to join our Customer Service Operations Team.
Successful candidates will begin with a structured 6–8 week paid training programme designed to develop the communication, customer engagement, technical, and problem-solving skills required to succeed in a professional customer operations environment.
Upon successful completion of training and achievement of the required performance standards, successful trainees may be considered for full-time employment as a Customer Service Processor.
This role is primarily focused on outbound customer engagement and information management. You should be comfortable spending a significant portion of your day proactively contacting customers by phone, gathering and verifying information, maintaining accurate records, and supporting operational processes through professional customer interactions.
You will report to a Team Leader who will provide coaching, performance feedback, guidance, and ongoing support throughout your development journey.
Job Description
What You Will Do
Customer Engagement
- Conduct outbound customer calls professionally and confidently.
- Gather, verify, and accurately document customer information.
- Build rapport through clear, professional communication and active listening.
- Maintain positive customer relationships while supporting business objectives.
- Escalate concerns through established channels when required.
Operational Excellence
- Complete assigned work accurately and within required timelines.
- Maintain complete and accurate records, documentation, and updates.
- Follow client requirements, operational procedures, and company policies.
- Demonstrate strong follow-through on assigned activities and customer interactions.
- Balance productivity, quality, and accuracy expectations.
Quality, Compliance & Accountability
- Consistently meet established quality and accuracy standards.
- Apply coaching and feedback to continuously improve performance.
- Protect confidential information and comply with security and compliance requirements.
- Demonstrate professionalism, integrity, accountability, and ownership at all times.
Team Contribution
- Participate actively in coaching sessions, team meetings, and development activities.
- Support team objectives through collaboration and knowledge sharing.
- Contribute to process improvement initiatives.
- Contribute to a positive, professional, and high-performing team culture.
What Does a Typical Day Look Like?
As a Customer Service Processor, you will spend much of your day engaging customers by phone, gathering and verifying information, updating internal systems, following up on outstanding actions, and ensuring assigned work is completed accurately and on time.
You will also navigate multiple systems, participate in coaching and quality reviews, and work closely with your team and leadership to maintain high standards of service and operational performance.
What Success Looks Like
Successful Customer Service Processors consistently:
- Conduct professional and effective customer interactions.
- Maintain high levels of accuracy and attention to detail.
- Demonstrate sound judgment when handling customer information and assigned tasks.
- Meet or exceed quality and productivity expectations.
- Demonstrate reliability, professionalism, and accountability.
- Maintain excellent attendance and punctuality.
- Demonstrate strong follow-through and ownership.
- Learn quickly and adapt to changing business needs.
- Apply feedback effectively and continuously improve.
- Contribute positively to team performance and workplace culture.
Who Thrives at SALIX?
You are likely to succeed in this role if you:
- Enjoy speaking with people and building professional relationships.
- Are comfortable making outbound calls as a core part of your day.
- Communicate clearly, confidently, and professionally.
- Have strong attention to detail and follow-through.
- Are organized and able to manage multiple priorities.
- Are dependable, disciplined, and accountable.
- Welcome coaching, feedback, and continuous improvement.
- Perform well in a structured, performance-driven environment.
Qualifications
Minimum Requirements
- Certificate, Diploma, or Degree from a recognized institution.
- Strong verbal and written communication skills in English.
- Basic computer proficiency and the ability to learn new software quickly.
- Strong organizational, problem-solving, and time-management skills.
- Ability to manage multiple priorities while maintaining accuracy.
- Professionalism, integrity, and a customer-focused mindset.
Preferred Qualifications
The following will be considered an advantage:
- Previous customer service experience.
- Experience in a call centre or BPO environment.
- Experience in an outbound calling environment.
- Experience using CRM platforms or customer support tools.
- Bilingual proficiency in English and Spanish.
Employment Requirements
Applicants must:
- Provide a valid Certificate of Good Conduct (Police Clearance Certificate) issued within the last six months.
- Reside within, or be willing to relocate to, Kawangware, Kabiria, Wanyee Road, Naivasha Road, Satellite, Ngong Road (up to Racecourse), Kasarani (Seasons and Hunters area), or Kamiti Road (up to Canopy Stage), to ensure a reliable commute to and from the office.
- Own a smartphone capable of supporting Microsoft Authenticator and Duo Mobile applications.
- Be able to work the permanent shift schedule outlined below.
- Successfully complete the training programme and achieve the required performance standards.
Shift Schedule & International Client Alignment
To support our international clients, this role operates on a permanent Eastern Time (ET) schedule:
- November – March: 4:00 PM – 1:20 AM (Kenya Time)
- March – October: 3:00 PM – 12:20 AM (Kenya Time)
The seasonal adjustment reflects daylight saving time changes within our client markets and ensures alignment with client operating hours.
The above working hours include scheduled break times and are a permanent requirement of the role.
As part of a globally connected team, employees are expected to align with client business schedules and operational requirements. Candidates should be comfortable working within an international environment that supports clients across different markets and time zones.
Application Process
We are continuously accepting applications for this role and reviewing candidates on a rolling basis. Applications may therefore be assessed and shortlisted at different times depending on business needs and hiring demand.
Given the volume of applications we receive, we may not be able to communicate with every applicant immediately after submission. However, we are committed to providing candidates with a professional and respectful recruitment experience.
What You Can Expect
- Applications are reviewed on a rolling basis throughout the recruitment period.
- Candidates shortlisted for further consideration will be contacted directly regarding the next steps.
- Candidates invited to interviews will receive updates throughout the recruitment process, including final feedback on the outcome of their application.
- Candidates whose applications have been reviewed but are not selected to proceed will be notified once their application has been assessed.
We appreciate the time and effort invested in every application and encourage interested candidates to apply as early as possible.
Before You Apply
This Role May Be Right for You If:
- You enjoy speaking with customers and building professional relationships.
- You are comfortable making outbound calls throughout the day.
- You thrive in structured, performance-driven environments.
- You value accountability, teamwork, and continuous improvement.
- You welcome coaching, feedback, and ongoing development.
- You are interested in building a long-term career.
This Role May Not Be Right for You If:
- You prefer limited customer interaction.
- You are uncomfortable making outbound calls regularly.
- You prefer highly unstructured work environments.
- You struggle with attendance or punctuality commitments.
- You are not open to coaching and continuous learning.
- You cannot commit to the permanent shift schedule.
Additional Information
SALIX Data is committed to creating an inclusive workplace where all employees are treated with dignity, fairness, and respect.
We welcome applications from qualified candidates of diverse backgrounds and make employment decisions based on merit, qualifications, performance, and business needs.
If you are a strong communicator, committed to excellence, comfortable engaging customers by phone, and excited about building a meaningful long-term career, we encourage you to apply today.
Join SALIX Data and become part of a team where potential is developed, performance is recognized, and careers are built.