Airtel Kenya has expanded its retail and customer service network in Nairobi by launching four new customer service centres in response to growing demand for digital connectivity and mobile financial services.
The new outlets, situated at Development House in Nairobi CBD, Freedom Heights in Langata, Magunas Superstores in Utawala, and Garden City Mall, are expected to improve customer access to Airtel’s products and services across key urban growth zones.
The expansion aligns with Airtel’s firm’s strategy to double its customer touchpoints nationwide by year-end, aiming to enhance the customer experience through faster service delivery and greater accessibility.
Customers will be able to access services ranging from SIM-related support and Airtel Money assistance to device troubleshooting and connectivity solutions.
Speaking during the announcement, Airtel Kenya Managing Director Ashish Malhotra said the investment reflects the company’s focus on supporting Kenya’s rapidly expanding digital economy and meeting changing customer expectations.
“As Nairobi continues to grow and evolve, so do the needs of our customers. We are seeing increasing demand for reliable connectivity, digital services, and mobile financial solutions. These new customer touchpoints are designed to make it easier for customers to access Airtel products, services, and support wherever they are, while reinforcing our commitment to delivering an exceptional customer experience,” he said.
The new outlets expand Airtel Kenya’s footprint across some of Nairobi’s key growth corridors. The Lang’ata branch is the company’s first customer care centre in the area, while the Development House outlet becomes Airtel’s third service point within the Central Business District.
Meanwhile, the Utawala shop-in-shop improves access to services for customers along the rapidly developing Eastern Bypass corridor, while the Garden City outlet strengthens the company’s presence along the bustling Thika Road commercial belt.
The expansion comes as telecommunications companies increasingly invest in customer service infrastructure to support Kenya’s growing digital economy and improve access to connectivity and financial services.
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