Titre du poste

Customer Service Manager - Nairobi

Description

Position : Customer Service Manager - Nairobi

We are looking for a Customer Service Manager.
The Customer Service Manager is responsible for overseeing the customer service department, ensuring high levels of customer satisfaction, and managing a team of customer service representatives. This role focuses on improving customer experience, resolving complex issues, and developing strategies to enhance service delivery.
Key Responsibilities

  • Lead, supervise, and support the customer service team to achieve performance targets
  • Develop and implement customer service policies, procedures, and standards
  • Handle escalated customer complaints and ensure timely resolution
  • Monitor customer interactions to ensure quality and professionalism
  • Analyze customer feedback and identify areas for improvement
  • Prepare and present performance reports to senior management
  • Train, coach, and mentor customer service staff
  • Collaborate with other departments to improve customer experience
  • Manage customer service tools, systems, and CRM platforms
  • Ensure compliance with company policies and industry regulations

Required profile for job ad : Customer Service Manager - Nairobi

Qualifications and Requirements

  • Bachelor’s degree in Business Administration, Management, or related field
  • Proven experience in customer service or a managerial role
  • Strong leadership and team management skills
  • Excellent communication and interpersonal abilities
  • Problem-solving and decision-making skills
  • Proficiency in customer service software and CRM systems
  • Ability to work under pressure and handle difficult situations

Key Skills

  • Leadership and team development
  • Customer relationship management
  • Conflict resolution
  • Communication skills
  • Time management and organization
  • Analytical and reporting skills

Key Performance Indicators (KPIs)

  • Customer satisfaction score (CSAT)
  • Customer retention rate
  • Average response and resolution time
  • Number of resolved complaints
  • Team productivity and performance

Job criteria for job ad : Customer Service Manager - Nairobi

  • Job category :
    HR, training - Management - Marketing, communication
  • Industries :
    Call centers, hotlines - Distribution, selling, wholesale - Marketing, communication, media
  • Employment type : Permanent contract
  • Region : Central - Nairobi - Rift Valley
  • City : Nairobi
  • Remote work :
    Yes
  • Experience level : More than 10 years
  • Educational level : Bachelor
  • Spoken language :
    english > fluent
  • Number of Position(s) : 2
  • Team management :
    Yes
  • Administrative Management
  • Customer Analysis
  • Leadership
  • Communication Management
  • Compliance
  • HR Training
  • Customer Relationship
  • Communication
  • Team Management
  • Relationship Management
  • Time Management
  • Customer Service
  • Training
  • Management
  • Business Administration
Be cautious! Do not send money to a potential employer. Do not pay any money for a potential contract of employment or for pre-employment training.
Exercise extra caution with any international job offer, particularly if especially attractive conditions or salary are being highlighted.

Please report any irregularities by using the candidate contact form and selecting the subject "Report a job ad".
Type de poste
Temps plein
Lieu du poste
Nairobi, Kenya
Date de publication
9 avril 2026
Valide jusqu’au
7 juin 2026
Close modal window
Poste : Customer Service Manager - Nairobi

Loading...