Customer Service Manager Jobs in Nairobi, Kenya

Customer Service Manager Jobs in Nairobi, Kenya


  • Our client is a fast growing internet service provider in the country.

  • They seek to hire an efficient and effective Customer Service Manager who will be in charge of the call centre and ensure the delivery of world-class, professional customer service to their customers and foster high-quality front line service.

    Key Responsibilities

  • Manage the implementation of new systems or features to ensure proper support of processes

  • Identify training and development requirements, and manage disciplinary issues.

  • Monitor performance of the agents and account managers and report daily, weekly and monthly on progress

  • Communicate agreed customer service performance standards and targets

  • Measure individual performance against standards and targets

  • Ensure effective resolution of all escalated issues

  • Design action plans to close any performance gaps

  • Provide monthly recommendations and demonstrate improvement in performance on statistical basis.

  • Implement performance investigations and disciplinary steps where necessary.

  • Ensure policies, procedures and processes are completely understood by all agents and are adhered to.

  • Define requirements for new systems or features required to support customers

  • Test new systems or changes to existing systems

  • In liaison with the Technical teams, roll out new systems or feature changes

  • Ensure proper training of staff on new systems or changes to existing systems

  • Ensure availability of proper working tools for agents and account managers

  • Develop motivation plans for the team and contribute to the wider company plans to improve staff well being

    Skills & Qualifications

  • Bachelor’s degree preferably in Business or Social Sciences.

  • 5 – 8 years of experience leading customer service teams

  • Experience leading call centre operations

  • Excellent written and verbal communication skills

  • Excellent interpersonal skills.

  • Proactive, results-oriented, confident, energetic and able to work under pressure with a positive attitude

  • Must have good problem solving and analytical skills as well as decision making abilities

  • Must have good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff

  • Good organization and planning skills

  • Good report writing and presentation skills

    How to Apply

  • If you are up to the challenge, possess the necessary qualification and experience; please send your CV only quoting the job title on the email subject (Customer Service Manager – Nanyuki) to

  • jobs@corporatestaffing.co.ke before Monday 13th July 2020.

  • Kindly indicate current/last salary on your CV.

    N.B: We do not charge any fee for receiving your CV or for interviewing.

  • Only candidates short-listed for interview will be contacted.


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