. As your trusted partner for HR solutions and business success, we specialise in a comprehensive suite of services, including Recruitment & and Placement, Staff Outsourcing, Professional Training, HR Advisory/Consultancy, and Team Building & Visas, and Work and Resident Permit FacilitationAbout the job The Call Center Agent is responsible for receiving, analysing and processing customer requests via various channels (e-mail, digital platform, telephone and physical reception), ensuring the compliance of files relating to the FERI, FERE and ADC procedures, until they are transmitted for validation. Responsibilities Ensure the reception and handling of customer requests on all available channels; Verify the presence and compliance of the mandatory documents for the FERI, FERE and ADC files; Identify missing parts and follow up with customers for additional information; Create and accurately populate the information sheets for FERI, FERI and ADC; Ensure the traceability of requests in the SYGREM system; Transmit complete files to the data entry officer for a certified copy to the controller; Comply with processing times and internal procedures; Guarantee the quality of customer service and user satisfaction; Ensure the confidentiality of the information processed. Requirements Technical skills: Proficiency in office tools (Microsoft Office) and customer relationship management (CRM) platforms Good knowledge of the administrative procedures related to FERI, FERE and ADC files (or ability to learn them quickly) Excellent written and oral communication (English required, Swahili and French appreciated) Ability to analyze and verify administrative documents Good priority management and timeliness Behavioural skills: Customer service and results-oriented Rigor and attention to detail Good interpersonal skills and active listening skills Responsiveness and proactivity Ability to work under pressure Team spirit and collaboration Integrity and confidentiality Education and experience: Minimum Bac +2 in administration, management, communication or related field 1 to 2 years minimum in call center, customer service or administrative file management Experience in a regulatory or logistics environment in Kenya is an asset