Explore customer service manager job opportunities, where leadership meets customer satisfaction. These roles are pivotal in ensuring exceptional service delivery and building lasting customer relationships. Customer service managers oversee teams, implement service strategies, and resolve complex customer issues, driving loyalty and business growth.176 Customer Service Manager jobs in Kenya
Customer Service Manager
Nairobi, Nairobi
KES900000 - KES1200000 Y
Givva Wealthtech Limited
Posted today
Job Viewed
Job Description
Company Description
Givva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and provide a mobile-app platform to help communities and their members make sound financial decisions.
Role Description
This is a full-time on-site role for a Customer Manager located in Nairobi County, Kenya. The Customer Manager will be responsible for ensuring customer satisfaction, managing customer accounts, and delivering excellent customer service. The role will require regular communication with clients, analytics to understand customer needs, and strategies to enhance client relationships.
Qualifications
- Customer Satisfaction and Customer Service skills
- Analytical Skills
- Communication skills
- Account Management skills
- Ability to work independently and manage multiple tasks effectively
- Bachelor's degree in Business, Marketing, or related field
- Experience in the finance or technology industry is a plus
This advertiser has chosen not to accept applicants from your region.
0
Senior Customer Service Manager
40100 Kisumu
KES270000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dynamic Senior Customer Service Manager to lead our customer support operations. This role requires a strong leader dedicated to delivering exceptional customer experiences and managing a high-performing team. Based at our office in **Kisumu, Kisumu, KE**, you will be responsible for overseeing all aspects of customer service, including issue resolution, customer satisfaction, and team performance. The ideal candidate will have a proven track record in customer service management, excellent leadership abilities, and a deep understanding of customer service principles and practices. Key responsibilities include developing and implementing customer service strategies, training and mentoring customer service representatives, monitoring service quality, and managing customer feedback. You will also be responsible for analyzing customer service data to identify trends and areas for improvement. This position demands outstanding communication, problem-solving, and interpersonal skills, with the ability to motivate and guide a team effectively. We are looking for a proactive individual committed to upholding our client's reputation for excellent customer care. This is a vital role for ensuring customer loyalty and satisfaction.
Qualifications:
Qualifications:
- Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
- Minimum of 7 years of experience in customer service, with at least 3 years in a management or supervisory role.
- Demonstrated success in improving customer satisfaction metrics and team performance.
- Proven ability to lead, train, and motivate a customer service team.
- Strong understanding of customer service software and CRM systems.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Exceptional communication, interpersonal, and presentation skills.
- Ability to manage service level agreements (SLAs) and ensure timely issue resolution.
- Strong organizational skills and attention to detail.
This advertiser has chosen not to accept applicants from your region.
1
Senior Customer Service Manager
50100 Kakamega, Western
KES110000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for an experienced and dynamic Senior Customer Service Manager to lead their remote customer support operations. This is a fully remote, full-time position offering a unique opportunity to manage and elevate customer service standards from anywhere. The successful candidate will be responsible for overseeing a team of customer service representatives, setting performance goals, and ensuring the delivery of exceptional customer experiences. Key duties include developing and implementing customer service policies and procedures, training and mentoring the support team, monitoring service metrics, and resolving complex customer issues. You will also be responsible for analyzing customer feedback to identify areas for improvement and driving initiatives to enhance customer satisfaction and loyalty. The ideal candidate will possess strong leadership, communication, and problem-solving skills, with a proven ability to motivate and manage a remote team effectively. Experience with customer relationship management (CRM) software and helpdesk ticketing systems is essential. A minimum of 5 years of experience in customer service management, with at least 2 years in a supervisory or managerial role, is required. We are seeking a candidate who is passionate about customer advocacy, possesses a strategic mindset, and thrives in a fast-paced, remote work environment. This role is critical in shaping the customer's perception of our client and driving retention. If you are a results-oriented leader with a commitment to service excellence, we encourage you to apply for this rewarding remote opportunity.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Service Manager (Remote)
30700 Kitale, Rift Valley
KES500000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client is seeking a highly experienced and empathetic Senior Customer Service Manager to lead their remote customer support operations. This role is integral to ensuring exceptional customer experiences, managing a team of support professionals, and developing strategies to enhance customer satisfaction and retention. The ideal candidate will possess strong leadership skills and a deep understanding of customer service best practices.
Responsibilities:
Qualifications:
This remote position offers the opportunity to manage customer service operations that may serve clients and customers in or related to **Kitale, Trans-Nzoia, KE**, ensuring top-tier support.
Responsibilities:
- Lead, train, and motivate a remote team of customer service representatives to deliver outstanding support.
- Develop and implement customer service policies, procedures, and standards.
- Monitor and analyze customer service metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
- Handle escalated customer issues, providing effective solutions and ensuring customer loyalty.
- Collaborate with other departments (e.g., Sales, Product Development) to address customer feedback and improve overall service delivery.
- Develop and manage the customer service budget and resources effectively.
- Implement and optimize customer support tools and technologies, such as CRM systems and ticketing platforms.
- Create and deliver training programs for new and existing customer service staff.
- Foster a positive and customer-centric team culture.
- Stay informed about industry best practices and emerging trends in customer service and support.
Qualifications:
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 5 years of experience in customer service management, with a proven track record of leading remote teams.
- Extensive experience with CRM software and customer support ticketing systems.
- Strong understanding of customer service principles, techniques, and metrics.
- Excellent leadership, communication, problem-solving, and conflict-resolution skills.
- Ability to train, coach, and mentor team members effectively.
- Proficiency in data analysis and reporting to drive performance improvements.
- Experience in developing and implementing customer service strategies.
- Ability to work independently and manage operations in a fully remote environment.
- A passion for delivering exceptional customer experiences.
This remote position offers the opportunity to manage customer service operations that may serve clients and customers in or related to **Kitale, Trans-Nzoia, KE**, ensuring top-tier support.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Service Manager (Remote)
40100 Kisumu
KES580000 Annually
WhatJobs
Posted 7 days ago
Job Viewed
Job Description
Our client, a reputable company known for its exceptional customer support, is seeking a Senior Customer Service Manager for a fully remote position. This role will be instrumental in leading and motivating a team of customer service representatives to deliver outstanding support experiences. You will be responsible for developing and implementing customer service strategies, establishing service level agreements (SLAs), and monitoring team performance to ensure high levels of customer satisfaction. The ideal candidate will have a deep understanding of customer service best practices, call center operations, and CRM systems. Strong leadership, coaching, and problem-solving skills are essential. You will handle escalated customer issues, identify trends, and implement process improvements to enhance efficiency and effectiveness. Responsibilities include agent training, performance management, quality assurance, and reporting on key customer service metrics. This fully remote role requires a proactive and results-oriented individual with excellent communication and interpersonal skills. You will work closely with other departments to ensure a cohesive customer experience. This is a fantastic opportunity to lead a dedicated team and shape the customer support function of a growing organization from the convenience of your home. Your leadership will contribute to the overall customer experience for clients and customers engaging with services relevant to Kisumu, Kisumu, KE, though your work location is entirely remote. We are looking for someone passionate about customer advocacy and committed to fostering a positive and supportive work environment for their team. Proficiency in customer service software and reporting tools is required. If you are a seasoned Customer Service professional with a passion for people leadership and a desire to excel in a remote management role, we encourage you to apply.
This advertiser has chosen not to accept applicants from your region.
4
Senior Remote Customer Service Manager
20200 Kapsuser
KES85000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking an experienced and dedicated Senior Remote Customer Service Manager to lead and inspire their customer support team. This is a fully remote role where you will be responsible for ensuring the highest levels of customer satisfaction and operational efficiency within the customer service department. You will develop and implement customer service strategies, train and mentor agents, monitor performance metrics, and continuously seek ways to enhance the customer experience. The ideal candidate will have a proven track record in customer service management, strong leadership qualities, and the ability to thrive in a remote work environment.
Responsibilities:
This is an exciting opportunity to take on a leadership role in customer service, all while enjoying the flexibility of a remote position. You will be empowered to make a significant impact on customer loyalty and retention. Our client is committed to providing a supportive and engaging remote work culture. We are looking for a proactive, results-driven individual with excellent communication and problem-solving skills, who can effectively manage a distributed team. Your ability to foster a customer-centric culture and drive continuous improvement will be key to success. We value candidates with experience in customer relationship management (CRM) software and a deep understanding of customer service operations in a virtual setting. The ideal candidate is passionate about delivering exceptional service and leading by example.
Responsibilities:
- Develop and execute customer service strategies to meet organizational goals.
- Lead, coach, and mentor a team of remote customer service representatives.
- Establish and monitor key performance indicators (KPIs) to measure team effectiveness.
- Implement best practices for customer support, including issue resolution and communication.
- Analyze customer feedback and data to identify areas for improvement.
- Manage and resolve escalated customer issues with professionalism and efficiency.
- Develop and deliver training programs to enhance agent skills and product knowledge.
- Collaborate with other departments to ensure a seamless customer experience.
- Maintain a positive and motivating team environment.
- Ensure compliance with company policies and service level agreements.
This is an exciting opportunity to take on a leadership role in customer service, all while enjoying the flexibility of a remote position. You will be empowered to make a significant impact on customer loyalty and retention. Our client is committed to providing a supportive and engaging remote work culture. We are looking for a proactive, results-driven individual with excellent communication and problem-solving skills, who can effectively manage a distributed team. Your ability to foster a customer-centric culture and drive continuous improvement will be key to success. We value candidates with experience in customer relationship management (CRM) software and a deep understanding of customer service operations in a virtual setting. The ideal candidate is passionate about delivering exceptional service and leading by example.
This advertiser has chosen not to accept applicants from your region.
5
Senior Customer Service Manager - Remote
80100 Nairobi, Nairobi
KES155000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is looking for an exceptional Senior Customer Service Manager to lead their remote customer support operations. This is a fully remote position, empowering you to foster customer loyalty and drive service excellence from anywhere. You will be responsible for building, training, and managing a high-performing customer service team, ensuring exceptional customer experiences and efficient resolution of inquiries and issues.
Responsibilities:
Responsibilities:
- Develop and implement customer service strategies to enhance customer satisfaction and loyalty.
- Recruit, train, mentor, and manage a team of remote customer service representatives.
- Set performance standards and monitor team performance metrics (e.g., response time, resolution rate, CSAT).
- Handle escalated customer issues and provide expert guidance for resolution.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Analyze customer feedback and trends to identify areas for improvement in products and services.
- Implement and optimize customer service processes and workflows.
- Ensure adherence to company policies and service level agreements (SLAs).
- Collaborate with other departments (e.g., Sales, Product Development) to address customer needs.
- Manage the customer service budget and allocate resources effectively.
- Stay updated on customer service best practices and technologies.
- Champion a customer-centric culture within the organization.
- Oversee the utilization of CRM and helpdesk software.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 7 years of experience in customer service or customer support, with at least 3 years in a management or supervisory role.
- Proven experience in managing remote customer service teams.
- Strong understanding of customer service principles, metrics, and best practices.
- Excellent leadership, coaching, and team-building skills.
- Exceptional communication, problem-solving, and conflict-resolution abilities.
- Proficiency in CRM software (e.g., Salesforce, HubSpot) and helpdesk platforms (e.g., Zendesk, Freshdesk).
- Ability to analyze data and translate insights into actionable strategies.
- Adaptable and skilled in managing change in a dynamic remote environment.
- Strong organizational skills and attention to detail.
- Passion for delivering outstanding customer experiences.
- Experience with customer journey mapping is a plus.
This advertiser has chosen not to accept applicants from your region.
Be The First To Know
About the latest Customer service manager Jobs in Kenya !
6
Senior Customer Service Manager - Remote
00200 Ngong
KES190000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-centric Senior Customer Service Manager to lead their fully remote support team. In this critical role, you will be responsible for overseeing all aspects of customer service operations, ensuring exceptional support experiences for clients. You will develop and implement strategies to enhance customer satisfaction, streamline support processes, and manage a high-performing remote team. Your expertise in customer service best practices, team leadership, and problem-solving will be vital. You will analyze customer feedback, identify areas for improvement, and implement solutions to drive service excellence. This position requires strong communication, organizational, and interpersonal skills to effectively manage a distributed workforce and maintain high service standards.
Responsibilities:
Qualifications:
This is a fully remote position supporting our customer base related to Ruiru, Kiambu, KE .
Responsibilities:
- Lead, mentor, and manage a team of remote customer service representatives.
- Develop and implement customer service policies and procedures to ensure consistent quality.
- Set performance goals and conduct regular performance reviews for the support team.
- Monitor customer service metrics and key performance indicators (KPIs) to track team performance and identify trends.
- Analyze customer feedback and implement strategies to improve customer satisfaction and loyalty.
- Handle escalated customer issues and complaints, ensuring timely and effective resolution.
- Train and onboard new customer service representatives, providing ongoing coaching.
- Collaborate with other departments (e.g., Sales, Product) to address customer needs and concerns.
- Optimize support channels (phone, email, chat) for efficiency and effectiveness.
- Stay informed about industry best practices and emerging customer service technologies.
Qualifications:
- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service management, with at least 2 years managing remote teams.
- Proven track record of successfully leading and motivating customer service teams.
- In-depth knowledge of customer service principles, techniques, and best practices.
- Experience with customer relationship management (CRM) software and helpdesk systems.
- Excellent problem-solving, conflict resolution, and decision-making skills.
- Strong communication, interpersonal, and leadership abilities.
- Proficiency in using remote collaboration and communication tools.
- Ability to analyze data and generate actionable insights.
- A strong commitment to delivering outstanding customer experiences.
This is a fully remote position supporting our customer base related to Ruiru, Kiambu, KE .
This advertiser has chosen not to accept applicants from your region.
7
Senior Customer Service & Helpdesk Manager
60200 Meru , Eastern
KES7000 Annually
WhatJobs
Posted 13 days ago
Job Viewed
Job Description
Our client is seeking an experienced and customer-centric Senior Customer Service & Helpdesk Manager to lead their support operations in a fully remote capacity. This role is crucial for ensuring exceptional customer experiences and efficient issue resolution across all support channels. You will be responsible for managing the customer service and helpdesk teams, developing support strategies, and implementing best practices to enhance customer satisfaction and loyalty. The ideal candidate will have a deep understanding of customer support principles, ticketing systems, and performance metrics. You will lead by example, fostering a positive and high-performing team culture, and ensuring that service level agreements (SLAs) are consistently met or exceeded. This position requires strong analytical skills, excellent problem-solving abilities, and a passion for delivering outstanding customer service. As a fully remote role, you will leverage your leadership and communication skills to effectively manage and motivate a distributed team, utilizing collaboration and support platforms. We are looking for a proactive, organized, and empathetic leader who can identify customer needs, drive process improvements, and ensure seamless support operations. Your ability to train and develop support staff, handle escalated customer issues, and implement innovative support solutions will be key to your success. This is an excellent opportunity to take on a leadership role in a dynamic organization, contributing directly to customer satisfaction and retention from anywhere. The Senior Customer Service & Helpdesk Manager will also be responsible for analyzing support data to identify trends, recommend product improvements, and enhance the overall customer journey.
Responsibilities:
Responsibilities:
- Manage and lead the customer service and helpdesk teams, ensuring high performance.
- Develop and implement customer support strategies and policies.
- Oversee daily operations of the helpdesk, ensuring timely and effective issue resolution.
- Monitor and analyze key customer service metrics (e.g., CSAT, NPS, FCR, AHT).
- Ensure adherence to Service Level Agreements (SLAs).
- Train, mentor, and coach support staff to improve their skills and performance.
- Handle escalated customer issues and complex problem-solving scenarios.
- Implement and optimize customer support tools and technologies (e.g., ticketing systems, knowledge bases).
- Develop and maintain comprehensive support documentation and FAQs.
- Collaborate with product and engineering teams to provide customer feedback and drive product improvements.
- Identify trends in customer inquiries and issues, recommending proactive solutions.
- Foster a customer-centric culture throughout the support organization.
- Bachelor's degree in Business Administration, Communications, or a related field.
- 6+ years of experience in customer service and/or helpdesk management.
- Proven track record of managing and improving customer support operations.
- In-depth knowledge of customer service best practices and CRM/ticketing systems.
- Strong understanding of key performance indicators (KPIs) for customer support.
- Excellent leadership, communication, problem-solving, and interpersonal skills.
- Ability to train, motivate, and manage remote teams effectively.
- Experience with data analysis and reporting on customer service performance.
- Ability to work independently and manage multiple priorities in a remote setting.
- Customer-focused mindset with a passion for delivering exceptional service.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Service & Helpdesk Manager
90100 Mangu
KES130000 Annually
WhatJobs
Posted 15 days ago
Job Viewed
Job Description
Our client is seeking a seasoned and highly motivated Senior Customer Service & Helpdesk Manager to lead their customer support operations. This is a fully remote position, allowing you to contribute to our success from the comfort of your home. You will be responsible for overseeing the daily operations of the customer service and helpdesk teams, ensuring the delivery of exceptional support and timely resolution of customer inquiries and technical issues. Key duties include: managing, training, and mentoring a team of customer service representatives and helpdesk technicians; developing and implementing customer service policies and procedures; establishing service level agreements (SLAs) and monitoring team performance against them; identifying trends in customer issues and providing feedback to product development and other departments; managing the escalation of complex issues; ensuring efficient use of helpdesk software and tools; developing customer service training programs; analyzing customer feedback and satisfaction scores to drive improvements; and creating reports on team performance and key metrics. The ideal candidate will possess strong leadership, communication, and problem-solving skills. A proven ability to manage remote teams and foster a collaborative and high-performance culture is essential. You must have a deep understanding of customer service best practices and experience with CRM and helpdesk ticketing systems. A Bachelor's degree in Business Administration, Communications, or a related field, coupled with a minimum of 6 years of progressive experience in customer service management, is required. Experience in a remote-first environment is highly desirable. This is an excellent opportunity to lead a critical function and make a tangible difference in customer satisfaction from anywhere.
This advertiser has chosen not to accept applicants from your region.
9