Mediacrest Training College is hiring a Call Center & Customer Support Trainer to join their team in Nairobi CBD. This full-time training position requires 3+ years of experience in customer support, call center operations, or quality assurance.
If you’re an experienced customer service professional with expert knowledge of call center KPIs, CRM systems, and training delivery, this Call Center Trainer Nairobi opportunity offers the chance to shape Africa’s next generation of customer support professionals.
About This Call Center & Customer Support Trainer Role
The Call Center & Customer Support Trainer will be responsible for developing and delivering comprehensive training programs that prepare students for successful careers in customer support, call center operations, and BPO (Business Process Outsourcing) environments.
This isn’t a frontline call center agent position. You’ll design curriculum, deliver engaging training sessions, assess student performance, and ensure trainees develop the technical skills, soft skills, and industry knowledge needed to excel in customer-facing roles.
You’ll work with students who are entering the call center industry for the first time, as well as professionals seeking to upgrade their customer service skills. Your training will cover customer service principles, communication techniques, CRM software, ticketing systems, telephony systems, and quality assurance standards.
The position is based at Ambank House, 18th Floor, University Way in Nairobi CBD, putting you at the heart of Kenya’s business district with excellent access to the city’s growing BPO and customer service sector.
Key Responsibilities
Your day-to-day duties as Call Center & Customer Support Trainer will include:
Training Program Development and Delivery
- Design and develop comprehensive call center training curriculum covering customer service principles, techniques, and industry best practices
- Deliver engaging training sessions to diverse groups of students and professionals
- Create training materials including presentations, handouts, case studies, role-play scenarios, and assessment tools
- Update training content regularly to reflect current industry trends and employer requirements
Customer Service Skills Training
- Teach customer service principles, techniques, and KPIs (Key Performance Indicators) used in call center environments
- Train students on effective communication skills for phone, email, chat, and social media support channels
- Develop students’ soft skills including empathy, active listening, patience, and professionalism
- Provide instruction on managing difficult conversations, de-escalation techniques, and conflict resolution
Technical Systems Training
- Provide in-depth training on CRM (Customer Relationship Management) software used in customer support operations
- Train students on ticketing systems, case management tools, and help desk platforms
- Teach telephony systems operation including call handling, transfers, holds, and conference calls
- Familiarize students with knowledge bases, FAQs, and self-service support resources
Quality Assurance and Performance Management
- Teach quality assurance principles and call monitoring techniques
- Train students on call center metrics including Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and Net Promoter Score (NPS)
- Conduct mock calls and provide constructive feedback to improve student performance
- Assess student progress through practical evaluations, role-plays, and written assessments
Industry Connections and Job Placement Support
- Maintain relationships with BPO companies, call centers, and customer service departments in Kenya and internationally
- Understand employer requirements and ensure training aligns with industry needs
- Support students with job readiness skills including CV writing, interview preparation, and professional etiquette
- Facilitate connections between graduates and potential employers
Continuous Improvement
- Stay updated on call center industry trends, new technologies, and emerging customer service channels
- Gather feedback from students and employers to improve training effectiveness
- Participate in professional development activities to enhance your training skills
- Contribute to the college’s reputation for producing job-ready customer support professionals
Required Qualifications
Education
- Diploma or degree in Communications, Business, Public Relations, or a related field
- Additional certifications in training, customer service, or call center management are an advantage
Experience
- 3+ years of experience in customer support, call center operations, or quality assurance
- Proven track record working in a customer-facing environment with measurable performance achievements
- Previous training, coaching, or mentoring experience is highly desirable
- Experience with call center metrics, quality monitoring, and performance management
Technical Knowledge
- Expert knowledge of customer service principles, techniques, and KPIs
- In-depth understanding of CRM software (such as Salesforce, Zendesk, Freshdesk, or similar platforms)
- Familiarity with ticketing systems and help desk tools
- Knowledge of telephony systems including VoIP, IVR, and call routing technologies
- Understanding of omnichannel customer support (phone, email, chat, social media)
Communication and Interpersonal Skills
- Excellent communication skills (written and verbal) with the ability to explain complex concepts clearly
- Strong interpersonal skills and ability to engage with diverse student groups
- Presentation skills with confidence speaking to groups of varying sizes
- Ability to provide constructive feedback in a supportive and encouraging manner
Soft Skills and Professional Competencies
- Strong soft skills including empathy, patience, and emotional intelligence
- Ability to manage difficult conversations and handle challenging situations professionally
- Excellent problem-solving skills and critical thinking abilities
- Adaptability and flexibility in training delivery methods
- Passion for teaching and developing others
Additional Competencies
- Organizational skills and attention to detail
- Time management and ability to meet training schedules
- Computer literacy and proficiency in MS Office applications
- Creativity in developing engaging training content
What Mediacrest Training College Offers
Employment Type: Full-time, permanent position
Location: Ambank House, 18th Floor, University Way, Nairobi CBD
Sector: Communications and Customer Service Training
Work Environment: You’ll work in a modern training college environment with experienced faculty and industry-standard facilities. Mediacrest Training College is committed to blending technical proficiency with practical skills development, preparing students for competitive fields in media, communications, and customer service.
Impact: This Call Center Trainer Nairobi role allows you to directly shape the careers of students entering Kenya’s growing BPO and customer service sector. You’ll contribute to building Africa’s talent pipeline for the global customer support industry.
Professional Development: Opportunity to stay connected with the evolving call center industry, develop your training and curriculum development skills, and build relationships with leading employers in Kenya’s BPO sector.
How to Apply
Application Deadline
7th May 2026
Documents Required
Submit your application to Mediacrest Training College with the following documents:
- Updated CV/Resume – Include your 3+ years of customer support, call center, or quality assurance experience, highlighting specific systems you’ve worked with and metrics you’ve achieved
- Cover Letter – Explain your interest in this Call Center & Customer Support Trainer position and your passion for developing customer service professionals
- Diploma/Degree Certificate – Copy of your qualification in Communications, Business, Public Relations, or related field
- Training Certificates (if applicable) – Any additional customer service, training, or professional development certifications
How to Submit Your Application
Email your complete application package to:
careers@mediacrestcollege.com
Email Subject Line: Application: Call Center & Customer Support Trainer
College Location: Ambank House, 18th Floor, University Way, Nairobi CBD
Applications received after 7th May 2026 will not be considered. Only shortlisted candidates will be contacted for interviews.
Note: Mediacrest Training College is an equal opportunity employer committed to developing Africa’s brightest minds for competitive careers in communications, media, and customer service.
