Jamii Telecommunications Customer Service Team Leader Jobs in Kenya


Jamii Telecommunications Customer Service Team Leader Jobs in Kenya;We are seeking a highly motivated, customer‑focused, and results‑oriented Customer Service Team Leader to supervise daily operations, ensure service excellence, and drive performance within our Customer Service team.

Responsibilities

  • Supervise day‑to‑day activities of Customer Service Representatives

  • Ensure customer enquiries, requests, and complaints are handled professionally within agreed SLAs

  • Monitor individual and team performance against KPIs and SLAs

  • Conduct regular coaching and feedback sessions with team members

  • Take ownership of customer complaints escalated by Customer Service Representatives

  • Support customers with issues relating to internet/fibre services, mobile services, installations, billing, accounts, service faults, and connectivity

  • Monitor quality of customer interactions and adherence to approved procedures

  • Prepare and submit regular team performance reports to the Head of Department

  • Ensure team adherence to approved Customer Service policies, SOPs, and processes

    Qualifications

  • Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management, or related field

  • Professional qualification in Customer Experience, Contact Centre Management, or related discipline (advantageous)

  • 5–7 years’ relevant experience in Customer Care, Contact Centre Operations, or Customer Experience

  • Minimum 2–3 years’ experience in a supervisory or team management role

  • Experience in telecommunications, ICT, ISP, utilities, or other high‑volume customer service environment (preferred)

  • Demonstrated experience managing KPIs, SLAs, complaints, and escalations

  • Experience managing and developing customer‑facing teams

    How to apply

    For more information and job application details, see; Jamii Telecommunications Customer Service Team Leader Jobs in Kenya

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