Call Center and Customer Support Trainer at Mediacrest Training College

SEO Title: Call Center and Customer Support Trainer Job in Nairobi – Mediacrest Training College

Meta Description: Mediacrest Training College is hiring a Call Center and Customer Support Trainer in Nairobi. Applicants need a Diploma or Degree and at least 3 years of relevant experience.

SEO Slug: call-center-customer-support-trainer-mediacrest-training-college

Job Details

Job Title: Call Center and Customer Support Trainer

Company: Mediacrest Training College

Location: Nairobi, Kenya

Job Type: Full Time

Qualification: Diploma or Bachelor’s Degree

Experience: 3+ years

Category: Customer Care / Education, Teaching & Training

Posted: September 2, 2026

Deadline: September 7, 2026

Job Overview

Mediacrest Training College is seeking a Call Center and Customer Support Trainer to join its team in Nairobi. The successful candidate will bring practical customer service and call center experience into a training environment, helping learners develop the communication, technical and professional skills required to succeed in customer support roles.

The position is suited to a customer service professional with strong knowledge of call center operations, customer service KPIs, CRM platforms, ticketing systems and telephony technologies.

About Mediacrest Training College

Mediacrest Training College provides a learning environment focused on combining technical skills with practical and creative development. The institution has experienced faculty, modern learning facilities and industry connections aimed at preparing students for competitive careers.

Key Responsibilities

• Deliver training in call center operations and customer support.
• Teach learners practical customer service principles and techniques.
• Explain important customer service and call center performance KPIs.
• Train students on effective communication and professional customer interactions.
• Provide practical guidance on handling customer enquiries and complaints.
• Teach appropriate approaches for managing difficult customer conversations.
• Introduce learners to CRM systems and customer support technologies.
• Provide training on ticketing systems and support workflows.
• Explain the role and use of telephony systems in modern call centers.
• Develop learners' problem-solving and interpersonal skills.
• Use practical examples and industry-based scenarios during training.
• Assess learner understanding and provide constructive feedback.
• Keep training content aligned with current customer service and call center practices.

Qualifications and Requirements

Applicants should have:

• A Diploma or Bachelor’s Degree in Communications, Business, Public Relations or a related field.
• At least 3 years of experience in customer support, call center operations or quality assurance.
• Strong knowledge of customer service principles and techniques.
• In-depth understanding of customer service and call center KPIs.
• Good knowledge of CRM software.
• Understanding of ticketing systems.
• Knowledge of telephony systems.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Good soft skills and professional communication.
• Ability to handle and teach difficult customer conversations.
• Ability to communicate practical industry knowledge effectively to learners.

Key Skills

• Call center operations
• Customer service training
• Customer support
• Quality assurance
• CRM systems
• Ticketing systems
• Telephony systems
• Customer service KPIs
• Communication skills
• Problem-solving
• Conflict management
• Interpersonal skills
• Coaching and mentoring
• Presentation skills
• Training and facilitation

Who Should Apply?

This opportunity is suitable for experienced call center agents, customer support professionals, quality assurance specialists, customer service supervisors and trainers who have strong practical knowledge of customer support operations.

Candidates who can combine hands-on industry experience with effective training and communication skills may be particularly well suited to the role.

How to Prepare Your CV

Your CV should demonstrate both your customer service expertise and ability to train or communicate knowledge to others.

Highlight:

• Call center or customer support experience.
• Customer service KPIs you have worked with.
• CRM platforms you have used.
• Experience with ticketing and telephony systems.
• Quality assurance experience, where applicable.
• Experience handling difficult customers or escalated cases.
• Training, coaching or mentoring experience.
• Communication and presentation skills.
• Customer satisfaction or service-quality achievements.
• Relevant academic qualifications.

Where possible, include measurable achievements such as improved customer satisfaction, reduced response times, increased first-call resolution or improved team performance.

Salary and Work Arrangement

The vacancy is advertised as a Full Time position based in Nairobi. The source vacancy does not specify the salary or benefits offered.

Application Details

Interested and qualified candidates should send their CV to:

careers@mediacrestcollege.com

Deadline: September 7, 2026

Applicants are encouraged to submit their applications before the stated deadline.

Job Summary

Mediacrest Training College is looking for a Call Center and Customer Support Trainer with at least three years of experience in customer support, call center operations or quality assurance.

The successful candidate should have strong knowledge of customer service principles, KPIs, CRM software, ticketing systems and telephony platforms, together with excellent communication, interpersonal and problem-solving skills.

Frequently Asked Questions (FAQs)

1. What position is Mediacrest Training College hiring for?

The college is hiring a Call Center and Customer Support Trainer.

2. Where is the job located?

The position is based in Nairobi, Kenya.

3. What qualifications are required?

Applicants should have a Diploma or Bachelor’s Degree in Communications, Business, Public Relations or a related field.

4. How much experience is required?

Applicants need at least 3 years of experience in customer support, call center operations or quality assurance.

5. What technical knowledge is required?

Candidates should understand CRM software, ticketing systems and telephony systems, as well as customer service KPIs.

6. Does the role involve training students?

Yes. The position is specifically for a trainer who will help learners develop practical call center and customer support skills.

7. What skills are important for this position?

Strong communication, interpersonal, problem-solving and customer service skills are important. The ability to manage difficult conversations is also required.

8. Is this a full-time position?

Yes. The position is advertised as Full Time.

9. How do I apply?

Send your CV to careers@mediacrestcollege.com.

10. What is the application deadline?

The deadline is September 7, 2026.

Job Scam Warning

Job seekers should never pay money to secure a job, interview, training opportunity or recruitment placement. Be cautious of anyone requesting payment or sensitive financial information during the recruitment process.

For more job description visit: jobopenings.co.ke