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Unit Group (L4) • 5244

5244 — Contact Centre Salespersons

5 SERVICE WORKERS, SHOP AND MARKET SALES WORKERS› 52 Sales Workers› 524 Other Sales Workers› 5244 Contact Centre Salespersons

Explore overview, tasks, skills, education, work context, earnings, and pathways for this Unit Group.

L4 CODE: 5244
Job summary
  • Contact Centre Salespersons (KeSCO 5244) supports outcomes in the Wholesale & Retail Trade sector by applying job-specific knowledge
  • standards
  • and tools to deliver quality services or outputs. Duties and complexity vary by employer
  • work setting
  • and seniority level
  • but the occupation generally requires reliability
  • competence
  • and continuous learning.
Minimum entry requirement summary
KCSE or short vocational training
Future outlook
  • Future trends such as digital transformation
  • automation
  • climate resilience
  • and changing consumer needs are shaping most occupations. Workers who continuously upskill (digital literacy
  • quality standards
  • safety
  • customer service
  • and modern tools) are more resilient and competitive.
Sectors and industries
Wholesale & Retail TradeHospitalityRetail/TradePersonal ServicesSecurityCustomer Service
Employment prospects (narrative)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Key tasks (structured)
  • Plan and prioritise daily work activities to meet targets and deadlines
  • Follow workplace procedures, standards, and relevant regulations
  • Carry out core job duties accurately and safely
  • Use job tools/equipment/software correctly and maintain them appropriately
  • Communicate progress, issues, and requirements with supervisors and colleagues
  • Serve clients/customers professionally and resolve routine queries
  • Document work completed, maintain records, and submit routine reports
  • Identify errors, risks, or service gaps and propose improvements
  • Work as part of a team and coordinate tasks across units
  • Maintain confidentiality and ethical conduct where required
  • Comply with occupational safety and health (OSH) guidelines
  • Participate in training, mentoring, or continuous improvement activities
Core skills
  • Communication (verbal and written)
  • Teamwork and collaboration
  • Problem-solving and critical thinking
  • Time management and prioritisation
  • Attention to detail and accuracy
  • Customer service orientation
  • Integrity and ethical conduct
  • Adaptability and continuous learning
  • Decision-making and judgement
  • Documentation and record-keeping
  • Digital literacy (basic)
  • Safety awareness and compliance mindset
Technical / occupational skills
  • Use of hand and power tools safely
  • Installation, maintenance, and repair procedures
  • Reading drawings/specifications and measurements
  • Troubleshooting and fault diagnosis
  • Quality control and workmanship standards
  • Equipment handling and preventive maintenance
  • Workplace safety and PPE usage
  • Basic electrical/mechanical principles (as relevant)
  • Material handling and storage
  • Site readiness and task planning
  • Compliance with standards and inspections
Transferable / soft skills
  • Leadership and supervision (as one progresses)
  • Negotiation and stakeholder management
  • Conflict resolution
  • Presentation and public speaking
  • Creativity and innovation
  • Emotional intelligence
  • Planning and organisation
  • Resilience and stress management
  • Service mindset and empathy
  • Networking and relationship building
  • Analytical thinking
  • Professionalism and work discipline
Skills & competencies (general description)
  • Prospects depend on national and county demand
  • sector investment
  • policy priorities
  • and supply of trained workers. Job seekers improve prospects by gaining practical experience
  • building a portfolio or track record
  • earning relevant certifications
  • and being flexible on location and sub-sector.
Certifications, licenses & registration
  • Trade test / competency certification (where applicable)
  • Occupational Safety and Health (OSH) certification (strongly recommended)
  • Equipment-specific operator certification (where applicable)
  • First Aid certification (recommended in many workplaces)
Education & training pathways (narrative)
  • Secondary education foundation (varies by role)
  • Short courses/certificates in the relevant service/technical area
  • On-the-job training and mentoring
  • Progression supported by additional certificates and demonstrated competence
Education pathways (structured)
  • Secondary education foundation (varies by role)
  • Short courses/certificates in the relevant service/technical area
  • On-the-job training and mentoring
  • Progression supported by additional certificates and demonstrated competence
Minimum entry requirements
  • Minimum education: KCSE or short vocational training
  • Basic literacy and numeracy (reading, writing, and basic calculations)
  • Good conduct, reliability, and professional behaviour
  • Ability to follow instructions, procedures, and workplace rules
  • Basic digital literacy where the role uses computers/phones
  • Physical/medical fitness where the role is physically demanding or safety-sensitive
  • Regulatory registration/licensing where required (profession-dependent)
  • Background checks/clearance for sensitive roles where applicable
Relevant courses to consider
  • Business Administration
  • Accounting and Finance
  • Economics
  • Human Resource Management
  • Procurement and Supply Chain
  • Project Management fundamentals
  • Marketing and Sales
  • Public Administration / Governance
  • Monitoring & Evaluation (M&E) fundamentals
  • Customer Service / Service Excellence
Institutions where to learn
  • Universities (accredited public and private universities offering relevant programmes)
  • National Polytechnics and TVET institutions (diploma, certificate, artisan programmes)
  • Technical Training Institutes and Vocational Centres
  • Professional Colleges and Accredited Training Academies
  • Sector Training Authorities and Recognised Centres of Excellence
  • Employer-based Academies and Apprenticeship Programmes
  • Online Learning Platforms (supplementary; verify recognition for regulated fields)
  • Industry Associations and Professional Bodies (short courses/CPD)
Work environment & conditions (narrative)
  • Workplace policies
  • Team collaboration
  • Quality standards
  • Customer-facing
  • Service delivery
  • Sales targets
Typical employers / places of work
  • Shops
  • supermarkets
  • markets
  • malls and other retail or wholesale outlets.
Work setting
Not specified.
Work schedule
Full-time commonShift-based possibleWeekends/holidays possible
Employment type
Formal employment possibleInformal employment possibleSelf-employment common in some contextsContract/casual work possible
Salary ranges
Entry
KES 15,000 – 40,000
Mid
KES 40,000 – 80,000
Senior
KES 80,000+
Earnings, wages & prospects (narrative)
  • Entry-level typical range (illustrative): KES 15,000 – 40,000
  • Mid-level typical range (illustrative): KES 40,000 – 80,000
  • Senior/experienced typical range (illustrative): KES 80,000+
  • Earnings vary by employer (public/private), location, allowances, commissions, overtime, risk factors, and scarcity of skills
How to become one
  • Gain customer service experience
  • take short courses in the specific service area and demonstrate reliability
  • communication and people skills.
Career progression
  • Entry support role → Senior support role → Supervisor
  • Supervisor → Team lead/Operations coordinator → Manager (in larger organisations)
  • Specialisation possible (e.g., customer experience, compliance, sales leadership)
Related & alternative occupations
  • Other occupations within the same KeSCO major group
  • Support roles in the same sector/industry
  • Supervisory roles related to this occupation’s work area
  • Specialist variants of the same occupation (where they exist)
Occupation titles
5244-11 — Consultant, sales: outbound calls
5244-12 — Consultant, sales: telemarketing
5244-13 — Consultant, tele sales: cold calling
5244-14 — Consultant, tele sales: outbound calls
5244-15 — Manager, sales team: call centre
5244-16 — Manager, sales: call centre
5244-18 — Marketer, tele sales
5244-17 — Marketer, telemarketing
5244-21 — Operator, call centre: cold calling
5244-22 — Operator, call centre: outbound calls
5244-23 — Operator, telephone: canvassing
5244-24 — Operator, telephone: telemarketing
5244-25 — Representative, telephone: canvassing for donations
5244-26 — Salesperson, call centre
5244-27 — Salesperson, canvassing on telephone
5244-28 — Salesperson, customer contact centre
5244-31 — Salesperson, internet
5244-32 — Salesperson, telemarketing
5244-33 — Salesperson, telephone
5244-34 — Seller, eBay
5244-35 — Telemarketer
5244-36 — Trader, eBay
5244-37 — Worker, sex: telephone or internet