28 Customer Service Manager jobs in Nairobi

• 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.

• Leading, coaching, and mentoring a remote helpdesk support team.
• Developing and implementing comprehensive customer support policies and procedures.
• Managing the daily operations of the helpdesk, ensuring timely and effective issue resolution.
• Monitoring and analyzing support metrics to identify areas for improvement.
• Ensuring adherence to service level agreements (SLAs).
• Collaborating with other departments to resolve complex customer issues.
• Managing the helpdesk ticketing system and associated tools.
• Developing training materials and conducting training for support staff.
• Gathering customer feedback and implementing improvements.
• Maintaining a high level of customer satisfaction.

Company Description

Hillspan Insurance Brokers Ltd is a fully fledged insurance brokerage and leading provider of insurance and risk management solutions. Our dynamic team of insurance professionals is committed to offering innovative and cutting-edge solutions that revolutionize the traditional insurance broking landscape. We focus on delivering exceptional quality services, ensuring utmost customer satisfaction, and providing excellent value for our clients' investments.

Role Description

This is a full-time on-site role for a Customer Service Officer, located in Nairobi County, Kenya. The Customer Service Officer will be responsible for managing customer inquiries, manage front office/reception, providing support, ensuring customer satisfaction, and enhancing the overall customer experience. The role involves daily interaction with clients to address their needs, resolving any issues, and maintaining positive relationships to ensure a high level of customer service.

Qualifications and responsibilities

• Interpersonal Skills and Customer Support skills
• Customer Satisfaction, Customer Service, and Customer Experience skills
• Strong communication and problem-solving abilities
• Ability to work effectively in a team and manage multiple tasks simultaneously
• Proficiency in using customer service software and tools
• Relevant experience in the financial services industry is a plus
• Bachelor's degree in Business or related field

Company Description

Jibu Lavington is a water purification organization that provides clean and purified water to different clients within the region of Lavington.

Role Description

This is a full-time on-site role for a Customer Service specialist at Jibu Lavington located along Ngong Road opposite Posta in Nairobi County, Kenya. Working hours will be between 8.30am to 8.00pm from Monday to Saturday.

Salary : 25,000Ksh per month

They will be required to :

• Receive calls from customers requiring delivery services.
• Use a POS system to manage customer orders.
• Phone call follow up on customer reception of order and payments made.
• Providing excellent service to clients who come physically for their own products.
• Following up customers for feedback on improvement of services.
• Managing customer inquiries and concerns.

Qualifications

• Experience in Customer service roles/Front office roles for over 3 years is required
• Phone Etiquette, Customer Service, and Communication skills
• Excellent interpersonal and organizational skills
• Ability to multitask and prioritize tasks efficiently
• Excellent verbal and written communication skills

Bilingual Customer Service Representative (English/French)

We are looking for a
Bilingual Customer Service Representative
to join our team and provide excellent support to international clients.

The ideal candidate is fluent in
English and French
, has strong communication skills, and is passionate about helping customers.

Responsibilities:

• Handle customer inquiries via phone, email, and chat
• Provide accurate information and effective solutions
• Maintain a high level of professionalism and empathy

Requirements:

• Fluency in
  English and French
• Previous experience in customer service or call center (preferred)
• Based in Nairobi, Kenya.

What we offer:

• Competitive salary
• Career growth opportunities
• Dynamic and multicultural work environment

Company Description

Dev Centre House helps enterprise clients transform their businesses digitally by providing expert software engineering services. Our teams have built software products used by millions of people. We are a highly motivated team of software people who believe that passion for work can impact the world through excellent code and beautiful design. We deploy highly dedicated and motivated squads for our clients, ensuring that our positive attitude and energy trickle down into their products. We selectively take on projects that provide win-win scenarios, building partnerships on honesty and transparency.

Role Description

This is a full-time remote role for a Customer Service Support specialist. The Customer Service Support specialist will be responsible for providing excellent customer support, handling customer inquiries, ensuring customer satisfaction, and offering technical support. The role involves managing communication via phone and other channels, maintaining proper phone etiquette, and delivering efficient and effective service to customers.

Key Responsibilities:

• Handle incoming calls, emails, and chat messages from customers in a professional and timely manner.
• Communicate clearly and effectively to provide accurate information about products, services, and company policies.
• Resolve customer inquiries, complaints, and issues with patience, empathy, and efficiency.
• Assist in representing Emere positively in the market through customer engagement and feedback.
• Collaborate with the design team on marketing campaigns and provide customer insights to improve local promotions.
• Collect feedback from customers and share insights with the team for service and marketing improvement.
• Maintain a positive, energetic, and helpful approach in all customer interactions.

Key Qualifications

• Customer Support and Technical Support skills
• Strong Interpersonal Skills and Customer Satisfaction focus
• Effective Phone Etiquette and communication skills
• Ability to work independently and remotely
• Experience in providing support in a technical environment is a plus
• Relevant experience in a customer service role is a plus
• Tech-savvy with basic computer skills (MS Office, email, CRM systems).
• Creative mindset with an interest in marketing and brand promotion.
• A positive attitude, energetic personality, and willingness to learn.
• Excellent written and verbal communication skills in both English and

Swahili (Kiswahili)

Customer Service Representative (English & French)

What You'll Be Doing:

Handle calls and live chats like a pro.

Manage up to 2 chats at once, replying fast, first message in 40 seconds, follow-ups under 2 minutes.

Use templates to speed up responses and keep everything accurate.

Keep the conversation flowing across 92 chats per day on average.

Solve customer issues related to orders, accounts, and products, making every interaction positive.

Take calls in English and French, offering solutions like refunds or replacements when needed.

Keep accurate records and work closely with your team to meet goals and exceed expectations.

Who We're Looking For

Fluent in French (C1 – written & spoken)

1+ year experience in customer service or similar roles

Excellent communication and problem-solving skills

Able to multitask and thrive in a fast-paced environment

Flexible and ready to work shifts

Comfortable taking a medium typing speed test

Proactive, independent, and eager to make a difference

Perks You'll Love

Transport allowance

Collaborative, growth-oriented work environment

Incentives in USD for hitting your KPIs

Key Responsibilities

• Support the Customer Value proposition in its local and international development and deployment.
• Spearhead Food and Beverage related technical projects at local and regional level and at key customers.
• Manage and support, together with the local DSM, the Global and regional strategy implementation.
• To be responsible for the local deployment of selected international projects.
• To be responsible for making sure sales teams are properly trained and aware of business innovations, new projects, products and applications as well as of business-related technical trends through the implementation of selected training programs.
• Equipment and spares management through sourcing, storing, repairing and maintenance at an optimal cost.
• Giving Technical/Engineering and budget advice to the team and ensuring that the required equipment is available to the customer within agreed timelines.
• Putting in place optimization initiatives to ensure that equipment efficiency is achieved and manage the cost of maintenance and spare parts purchasing
• Carried out planned preventive maintenance within a specified period and specified time and Monitoring of equipment performance and replace/maintain to reduce plant break down
• Generate plant performance report/review the reports and respond to reports and present the same to management.
• Attend plant performance review meetings, give plant performance report, Recruiting, training, supervise and appraise site technicians.
• Address client concerns and ensure the resolution of issues in a timely manner.
• Carrying out hygiene audits and proposing action plans to improve clients' processes
• Carry out market analysis and assessment of competitor activities.
• Retain accounts through the development of strong relationships with key decision makers

Key Competencies

• Engineering: Proficiency in using various software to design and interpret engineering drawings.
• Technical Skills: Strong knowledge of mechanical and electrical engineering principles.
• Computer Skills: Ability to work with engineering software and various applications to troubleshoot and resolve technical issues.
• Mechanical Skills: Understanding of machine operations and functionality.
• Troubleshooting: Ability to run diagnostic tests and identify the root causes of errors or malfunctions.
• Time Management: Efficiently managing personal workload and resolving client issues promptly to minimize downtime.
• Organizational Skills: Keeping track of common issues and maintaining accurate reports.
• Communication Skills: Strong verbal communication for discussing equipment and technical issues with customers, along with written communication skills for reports and documentation.
• Language: Fluency in French is a must.

Qualifications

• Graduate degree in Engineering.
• 3–5 years of experience in engineering in a B2B setup.

Company Description

Mixa Paints, based in Nairobi, Kenya, is a leading manufacturer of high-quality coatings for the automotive and wood refinishing sectors. Committed to excellence and innovation, Mixa Paints adheres to global standards in product performance, sustainability, and customer satisfaction. Our solutions are trusted by professionals across Africa for their durability, precision, and superior finish. We aim to become a regional benchmark in the coatings industry.

Role Description

This is a full-time onsite role for a Customer Service Specialist located in Nairobi County, Kenya. The Customer Service Specialist will be responsible for providing exceptional customer support, ensuring customer satisfaction, handling phone inquiries, and enhancing the overall customer experience. Daily tasks include responding to customer queries, managing complaints, and maintaining positive relationships with clients.

Qualifications

• Proficiency in Customer Support and ensuring Customer Satisfaction
• Strong Phone Etiquette and Customer Service skills
• Experience in enhancing Customer Experience
• Excellent verbal and written communication skills
• Ability to work effectively in a team and manage time efficiently
• Familiarity with customer service software and CRM tools is a plus
• Bachelor's degree in Business, Communications, or related field is advantageous