By Eddah Waithaka
Airtel Kenya has expanded its physical presence across the capital with the opening of three new customer care shops, bringing services closer to households and businesses in rapidly growing residential and commercial hubs.
The new outlets have opened at Spur Mall and Nord Mall in Ruiru, and at Galana Energies along the Eastern Bypass.
The expansion aims to reduce service turnaround time, improve in-person support and make Airtel’s services more accessible to households, small and medium enterprises and corporate customers.
With demand for Airtel services continuing to rise, the company targets doubling its customer service footprint in the country before the end of the year.
The move will strengthen service accessibility, accelerate digital and financial inclusion and support Kenya’s growing demand for reliable mobile, internet and financial services.
Speaking during the official opening of the Airtel Customer Care shop at Spur Mall, Ruiru, along the busy Thika Superhighway, Airtel Africa Group CEO Sunil Taldar noted that the expansion reinforces Airtel Africa’s strategy of placing the customer at the heart of all operational and strategic decisions.
“At the core of Airtel Africa’s strategy is a commitment to placing customers at the centre of our operations, ensuring we deliver an exceptional experience across all network and distribution touchpoints,” Taldar said.
“Kenya’s digital growth story is central to this strategy, and strengthening our footprint in the country reflects our long-term confidence in the market and our commitment to delivering reliable, accessible services that empower individuals and businesses alike. We remain committed to investing in scalable, customer-centric infrastructure that supports connectivity, digital payments and broader economic growth.”
Last year, Airtel Kenya embarked on a journey to refurbish its stores countrywide, giving them a new look and feel to enhance customer experience.
“A strong physical presence remains critical to us in supporting SMEs, resolving service queries more efficiently and enabling more Kenyans to actively participate in the digital economy,” said Airtel Kenya Managing Director Ashish Malhotra.
“Our expansion is another step towards giving customers the very best service and serving them as closely as possible. It demonstrates our commitment to investing in customer-centric innovations that transform the retail experience by delivering seamless and personalised services.”
Each service centre integrates mobile services, Airtel Money support, SIM services, device assistance, 5G solutions and enterprise support within a single customer experience environment.
The model supports customers who require in-person engagement while complementing Airtel’s digital platforms.
As demand for data, 5G connectivity, fast internet solutions and digital financial services continues to rise, Airtel Kenya reaffirmed that enhancing customer experience and service accessibility will remain a strategic priority.
