Airtel launches ‘airtel customer care on wheels’ initiative

Monica MUEMA

Airtel Kenya has launched the first of its many ‘Airtel Customer Care on Wheels’ bus, an initiative designed to bring personalized service closer to its customers.

This is in line with the brand’s promise to enrich customer experience.

“At Airtel Kenya, our commitment is to deliver an unparalleled customer experience and bridge the gap between our subscribers and our services,” said Ashish Malhotra, Managing Director of Airtel Kenya.

“The launch of the ‘Airtel Customer Care on Wheels’ bus is a significant step towards fulfilling our promise of providing convenient access to our services, increasing our customer service footprint across the country.”

Operated by trained customer care representatives, the bus is fully equipped to handle a wide range of customer service needs including sim replacements, post-paid and prepaid product upgrades, resolution of common customer queries e.g., Airtel Money sim reset and fund reversal, airtime top up, and our home broadband set up queries as well as bill payment inquiries and many others including KYC updates.

Goldermier Opiyo, Customer Experience Director Airtel Kenya, stated, “The decision to launch the bus in Kisumu County was strategic, as it serves as a central hub within the Western region.

The bus will then make several stops across the country. This unique mobile customer care unit will provide easy access to our customers who have not been able to access a customer care center, ensuring that their concerns are promptly and effectively addressed.

We continue to eliminate the barriers that have hindered some communities from accessing our customer care support by bringing our services directly to the people.”

Airtel Kenya’s customer care bus initiative is yet another demonstration of the company’s commitment to enhance customer experience.