By Editor
Airtel Kenya has expanded its footprint with the opening of new customer care shops at Spur Mall and Nord Mall in Ruiru, and at Galana Energies along the Eastern Bypass.
The new outlets are aimed at reducing service turnaround time, improving in person support, and bringing Airtel’s services closer to households, SMEs, and enterprise customers. Amid rising demand, the company plans to double its customer service footprint nationwide before the end of the year. The expansion is expected to enhance 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 in Ruiru along Thika Superhighway, Sunil Taldar said the move reinforces Airtel Africa’s customer centric strategy.
“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. 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,” he said.
Last year, Airtel Kenya began refurbishing its stores nationwide, 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. 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,” said Ashish Malhotra.
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.
