Digital Customer Service

Overview

Launch your future as a Digital Customer Service Agent! During our hands-on, 6-weeks online learning program, you will master the technical and soft skills you need for the job. We have already lined up employers who will interview you for jobs upon completion of the training program. We will provide you support and mentorship to guide you through the program and beyond.

What jobs can I do after completing the programme?

This programme trains you to become a Digital Customer Service Agent, providing support to customers through digital channels. Customer service specialist, Telesales specialist, Call Centre Executives, Collection/ Repayment Agents, Customer Relations Specialist.

Who is this programme for?

This programme is open to anyone aged between the ages of 22-35 years, who attained a mean grade of C-/English grade C- and who is currently unemployed or working on a zero-hours contract.

You don’t need any qualifications or experience to apply. You need to be available at least 6 hours a day for online learning, comfortable with shifts and ready to make 150 calls a day.

We are looking for learners who are able to complete online classes and assignments as required and will accept minimum salary of Ksh 15,000 plus commission.

Learner requirements

• 22-35 years old
• The overall mean grade of C-, and a C- in English
• Available at least 6 hours a day for online learning
• Able to complete online classes and assignments as required
• Comfortable with making 150 calls a day
• Comfortable with shift work, sometimes working long and late-night shifts
• Will accept minimum salary of Ksh 15,000 plus commission

What you will gain

• You will master the technical and soft skills you need for the job. 
• We have already lined up employers who will interview you for jobs upon completion of the training program. 
• We will provide you support and mentorship to guide you through the program and be

Alumni Story: Skita Wambui

What industry skills will you learn?

Technical skills

We’ll help you learn the technical skills with lots of hands-on, interactive sessions. By the end, you will go through:

•  Customer Service: Introduction to Digital Customer Service role and professional expectations
• Sales: Introduction to sales role and how to deploy sales tactics to close a sale
• Content Moderation: Introduction to content moderation, community policies, and management of social media platforms
• Collection: Introduction to collection, collection skills, negotiation, and persuasion tactics
• Typing skills: Practicing typing drills to increase the words typed per minute
• Using digital tools: Introduction to digital platforms and their different uses

Behavioural skills 

In every job, there are key skills that will help you be successful. We’ll help you acquire the following skills:

• Growth mindset: patience in making first sales, ability to overcome challenges
• Persistence: Not giving up in the face of challenges e.g. meeting targets.
• Personal Responsibility: Taking ownership and meeting commitments without making excuses.
• Customer Focus: Identifying customer needs in order to deliver a great customer experience.

What do we offer?

• Coaching. The instructors and mentors at Generation aren’t just teachers, they’re coaches who stand by their students through successes and challenges.
• Resume Building The right resume can open the door to new career opportunities. Generation students learn how to create a resume that showcases their skills and experiences.
• Interview Rehearsal. By conducting mock interviews, then providing real-time feedback and coaching, the Generation team ensures that all graduates feel confident and prepared to interview.
• Ongoing Support. After graduation, mentors and instructors continue to check in with alumni, providing support with the job search and advice for continued success.

What our graduates are saying

Denis Otieno

Digital Customer Service Program graduate

“The Digital Customer service program changed my life in very many ways, especially Financially, because now I am able to support my siblings in paying school fees. ”

Zipporah

Generation graduate

“The programme’s behavioral and mindset skills training is very useful. I learned about growth mindsets and persistence. I have been able to apply these skills in my current workplace by not giving up when faced with challenges, embracing my failures, learning from them, and using the feedback for self-improvement.”

Program Dates

What does a Digital Customer Service person do?

A Digital Customer Service person helps people with questions or issues online. They work on platforms like websites or social media. For example, if you have a problem with an order, you might chat with a digital customer service person. They try to solve issues, answer questions, or give information. They use typing and computer skills to communicate and help customers. Digital Customer Service is about making sure people have a good experience online when they need assistance with a product or service.

The application process

Ongoing benefits of Generation

• A trusted network. Continued contact with the Generation graduate network
• Events. Events and workshops to help you keep growing
• Give back. Become a mentor to help others
• Support. Troubleshoot your job challenges

About Generation