Corporate Staffing Services Customer Operations Jobs in Kenya

Corporate Staffing Services Customer Operations Jobs in Kenya


  • Our client is an internet service provider whose main aim is to provide affordable and reliable internet solutions to rural and unconnected communities thus bridging the digital divide.

  • They seek to hire a well-organized and result-oriented Customer Operations Manager who will lead the customer service and account management teams in building strong client relationships hence ensuring client loyalty and retention.

    Key Responsibilities

  • Co-ordinate and manage the performance of the customer service and account management teams, by setting expectations for service provision, measuring performance and intervening when necessary

  • Manage and handle escalated issues related to customer complaints, retention calls and emerging issues on the floor including major system outages

  • Drive problem root cause analysis and resolution and lead cross-functional collaboration with the relevant technical teams

  • Provide effective management of all escalated issues, document recommendations and ensure implementation leads to sustained improved performance

  • Drive the identification and resolution of systemic issues that affect services offered in a recurring manner

  • Lead the coaching, training and development of the customer service and account management teams

  • Act as the customer ambassador within the company by driving a customer-centric culture across the organization and implementing initiatives to
    drive customer focus

    Skills & Qualifications

  • Bachelor’s Degree in Business Administration/ Sales & Marketing or a related field of study

  • At least 5 years’ work experience in customer service/account management, 3 of these in a management role in the telecommunication industry

  • Knowledgeable in the use of ITIL or similar service management frameworks

  • Excellent communication and presentation skills, with the ability to generate and present reports

  • Good problem solving and analytical skills as well as decision making abilities

  • Good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff

    N.B.

  • Experience in the telecommunication industry is a MUST

  • Management experience is a MUST

    How to Apply

  • For more information and job application details, see; Corporate Staffing Services Customer Operations Jobs in Kenya


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