Customer Service Supervisor Job Vacancy in Nairobi Kenya

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Customer Service Supervisor Job Vacancy in Nairobi Kenya

Customer Service Supervisor
Job Ref: 198/01/2016
Location: Nairobi

Our client, a fleet tracking solutions IT Company is looking for Customer service agents for its Call Centre.
Job Profile 

Reporting to: Operations Manager
Supervising: Customer Service Agents 

You will supervise a team of Customer service Agents in overseeing an effective Customer Service strategy in line with company operations and strategy

Duties & Responsibilities
  • You will be responsible for managing performance of the Customer Service (CS) Team.
  1. Push Daily, weekly, monthly targets
  2. Appraisals on team members
  3. Motivating team members & assisting in resolving stagnating matters
  4. Ensure preparation of timely and accurate Customer Service reports
  5. Supervise proper documentation & Data management of client accounts
  • Be the point of contact between the company and the clients in ensuring customer satisfaction at all times.
  • Supervise team shifts and work schedules
  • Allocate accounts to team members and monitor how they handle and resolve issues with clients
  • Manage training, developing and mentoring of the customer service team
  • Work closely with management to address needs in the customer service department
  • Oversee achievement of both individual and team targets
  • Ensure implementation of Standard Operating Procedures (SOPs) and adherence by all team members
  • Effectively coordinate with other departments in executing customer service operations
  • Hold regular briefings with team to plan and resolve pending issues
  • Furnish management with accurate weekly reports on customer service operations, challenges, achievements and areas that require attention or review.
  • Analyze customer issues and recommend ways of managing them
  • Optimize the use of assistants in executing benchmark Customer Service in managing different customer portfolios
The Successful Candidate MUST meet the following Requirements:
  • Diploma or Degree in business or related
  • 5 years of customer service experience in a busy call centre environment
  • At least 2 years’ experience as a Team Leader in a call centre environment A MUST
  • Possess customer service supervision experience.
  • Client service experience and skills
  • Experience in a similar industry an advantage
  • Team management and leadership skills
  • Planning and organizing skills
  • Vast knowledge in CRM systems
  • Excellent oral and written communication skills
  • Be a motivator that can lead team to success
  • Calm and articulate even when under pressure
  • Excellent computer skills (Ms. office, typing, Emails and use of CRMs)
  • Mature person and presentable
How to Apply 

Interested candidates who meet the above criteria should submit their online application on or before 19th January 2016 at

Only those shortlisted will be contacted.

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