Airtel Kenya Unveils Customer Care Shop in Mandera County, Expanding Presence in North-eastern

By Catherine Muema On Jun 20, 2024

By Shadrack Nyakoe

Airtel Kenya has launched a new customer care shop in Mandera town, marking a significant milestone in its ongoing network expansion strategy across the country.

This new shop, which will be the 68th Airtel customer care shop in Kenya, underscores Airtel’s commitment to bringing its services closer to the people and enhancing digital inclusion throughout the country, particularly in underserved areas.

The shop in Mandera county takes Airtel’s customer care shops footprint to 41 counties across the country. It is also an addition to over 2200 Airtel outlets in Kenya.

The launch comes after Airtel’s announcement of plans to expand its network coverage and services to the larger North Eastern region and other ASAL areas, ensuring that more Kenyans have access to reliable telecommunications services. Currently, Airtel’s network covers 89% of the Kenyan population, with the company having rolled out 480 new sites between December 2023 to date, bringing its total number of sites across Kenya to over 3,700.

In Mandera County alone, Airtel has established 9 sites and plans to roll out an additional 53 sites by the end of the year. Across the broader North Eastern region, including Garissa, Mandera, and Wajir Counties, Airtel has 62 sites, with an aim to increase this number by 103 by year-end.

Speaking during the launch of the shop, Aashish Dutt, Chief Commercial Officer of Airtel Kenya, said: “Today’s launch is a proud moment for Airtel Kenya and a significant step towards achieving greater digital inclusion across our country.

Our strategic vision is to ensure that every Kenyan, regardless of their location, has access to reliable, affordable, and convenient telecommunications services.

We are dedicated to driving digital inclusion and making sure that everyone can benefit from the opportunities that connectivity brings.

This launch in Mandera exemplifies our commitment to reaching underserved regions, where improved connectivity and access to customer care services can profoundly impact socio-economic development.

Reliable telecommunications are essential for education, business, healthcare, and overall community development, and we are excited to support Mandera’s growth through our continued investment.”

Goldermier Opiyo, Customer Experience Director of Airtel Kenya, added: “We are thrilled to open our first customer care shop in Mandera County, a significant milestone that extends our reach into the North Eastern region.

Bringing our services closer to the people has been a long-standing goal, and this launch represents a major step forward in realizing that vision. Our customers in Mandera will now have easy access to the support and services they need right in their own community, conveniently and affordably, eliminating the need to travel long distances in search of assistance.”

The shop will offer overall customer service support including sale of SIM cards, home broadband devices and airtime purchase. Airtel customers will also get to access Airtel Money deposit and withdrawal services and agents can access float from the shop. Operational hours for the shop are set from 8:00 am to 5pm on Mondays through Friday and from 10am to 5pm on Saturdays.