Airtel Kenya Expands its Network with New Customer Care Shop in Mandera County

In a significant stride towards enhancing its network and service delivery in the North Eastern region, Airtel Kenya has inaugurated a new customer care shop in Mandera town. This launch marks a key milestone in Airtel’s robust expansion strategy aimed at improving digital inclusion across the country.

The new customer care shop in Mandera is the 68th such facility in Kenya, highlighting Airtel’s commitment to bringing its services closer to the people, especially in underserved regions. This shop expands Airtel’s customer care footprint to 41 counties and adds to the over 2200 Airtel outlets nationwide. This initiative comes shortly after Airtel announced its plans to extend its network coverage and services to the larger North Eastern region and other arid and semi-arid lands (ASAL) areas, ensuring more Kenyans gain access to reliable telecommunications services.

Airtel’s network now covers 89 percent of the Kenyan population, thanks to the addition of 480 new sites since December 2023. This brings the total number of Airtel sites across Kenya to over 3,700. In Mandera County alone, Airtel has established 9 sites and has ambitious 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 currently has 62 sites, with a target to increase this number by 103 by the end of 2024.

During the launch, Aashish Dutt, Chief Commercial Officer of Airtel Kenya, expressed his enthusiasm about the expansion. “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.”

Goldermier Opiyo, Customer Experience Director of Airtel Kenya, echoed similar sentiments, emphasizing the importance of bringing services closer to the people. “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 new shop in Mandera will offer a comprehensive range of customer service support, including the sale of SIM cards, home broadband devices, and airtime purchases. Additionally, customers will have access to Airtel Money deposit and withdrawal services, and agents can access float from the shop.

The shop’s operational hours are from 8:00 am to 5:00 pm on weekdays and from 10:00 am to 5:00 pm on Saturdays.

Airtel Kenya’s continued investment in network expansion and customer service infrastructure underscores its commitment to enhancing digital inclusion and fostering socio-economic development in Kenya. As Airtel extends its reach in the North Eastern region, it aims to support local growth through improved connectivity and access to essential telecommunications services, pivotal for education, business, healthcare, and overall community development.