Location: This position is based in Nairobi, Kenya.

About the Role:

The Call Center Agent (CCA) is responsible for providing world-class customer support to GiveDirectly recipients. The CCA addresses recipient questions, resolves issues related to the GiveDirectly program, and supports fundraising efforts by gathering relevant content. This role rewards strong customer service skills, careful attention to detail, and clear, effective communication with internal teams.

Reports to: Associate Field Manager

What You’ll Do:

Answer incoming calls and provide appropriate solutions and responses to recipient inquiries and complaints.

Identify and escalate sensitive cases that could pose harm to a recipient’s life or family safety.

Accurately document all interactions between the CCA and recipients, ensuring no information is omitted or altered.

Share new ideas with the Team Lead/Quality Assurance/Call Center Manager based on recipient feedback.

Conduct telephone follow-up surveys to confirm that recipients have received their transfers without issues.

Collect, verify, and record any new information obtained during calls.

Understand the escalation procedure and refer complex or challenging cases to supervisors.

Support other recipient communication channels when needed (e.g., SMS).

Key Competencies and Attributes:

Ability to handle complaints politely, with empathy and professionalism.

Ability to remain positive, constructive, and solution-focused, especially during conflict.

Positive attitude and enthusiasm when performing routine tasks.

Ability to multitask.

High level of integrity and strict confidentiality regarding recipient information.

Excellent telephone manner and etiquette.

Strong communication skills.

Required Knowledge and Skills:

Bachelor’s degree in a relevant professional field.

Quick learner with a strong drive to provide solutions.

At least 1 year of experience in call centers and/or customer service.

Previous experience working with NGOs is an added advantage.

Fluency in Tugen, Swahili, and English is required.

Proficiency in MS Word and Excel.

Must hold a valid Certificate of Good Conduct.

$70,000 — $110,000/year