Customer Service Team Leader Job in Nairobi Kenya (50K)

Position: Customer Service Team Leader
Nature of Job: Full time
Location: Nairobi
Salary: 50K
Duties and Responsibilities:
  • Monitor Product Support Agents calls and review emails for accuracy of information and call handling standards.
  • Ensure that Product Support Agents are delivering a high level of customer service.
  • Verify that agents are providing accurate solutions to customers.
  • Record evaluations utilizing departmental quality monitoring forms.
  • Deliver coaching feedback to agents on call and email performance.
  • Provide Supervisors and the Manager with regular performance feedback on the agents.
  • Assist with quarterly CSAT program by working with the Salesforce administrators on the delivery of the surveys and evaluating customer feedback received from the surveys.
  • Prepares and analyzes quality reports for Management review.
  • Participates in the design of quality monitoring forms and quality standards.

Skills and Competencies:

  • Integrity and diligence
Professional Capability:
  • Having a high level of initiative and drive
  • Having strong sense of responsibility and commitment to one’s duties    
  • Able to follow given instructions
  • Time management skills
Work Related Capability:
  • Prior supervisory or leadership experience preferred.
  • Proven ability to achieve and maintain departmental quality standards.
  • Professional demeanor, dependable, and able to maintain confidential information.
  • Strong written communication skills. 
  • Excellent grammar, spelling, and sentence construction.
  • Exceptional listening and analytical skills
  • Strong knowledge of customer care processes and techniques.
  • Must exhibit excellent leadership, communication, and interpersonal skills.
  • Must have familiarity with Internet software and Windows operating systems.
  • Demonstrated ability to rapidly gain product knowledge and effectively communicate it to agents.
  • Proficient in Word, Excel and PowerPoint for presentations and reports required.
  • Demonstrated ability to train and develop new and existing support agents.
  • Flexible, detailed, and able to successfully adapt to change.
  • Ability to work independently.
  • Excellent attention to detail.
  • Experience with RealPage products or with call center quality assurance practices preferred
  • Ability to work extended hours as needed
Education / Experience:
  • Bachelor's degree or equivalent with experience in related industry.
  • Minimum 2 years of experience performing Quality Assurance OR as a Team Leader in a call center environment is preferred.
  • Experience in developing and implementing QA programs highly preferred.

Note: Qualified candidates should send their application letters and CV’s quoting relevant skills and experience to 

Only shortlisted candidates will be contacted.