What Customer Support Managers Jobs are in Kenya?

Our client is actively seeking an experienced and motivated Lead Customer Support Representative to join their fully remote team. In this pivotal role, you will not only manage a caseload of customer inquiries but also provide guidance and support to junior team members, helping to uphold the highest standards of customer service. This position is ideal for a seasoned professional who excels in problem-solving, possesses strong leadership qualities, and is committed to delivering an exceptional customer experience from anywhere. As a fully remote role, you'll be part of a dynamic, distributed team that values collaboration, innovation, and individual contribution. Our client is dedicated to fostering a productive and supportive virtual environment.

• Handle complex customer inquiries and resolve issues with a high degree of accuracy and professionalism.
• Mentor, train, and guide junior customer support representatives, providing feedback and coaching.
• Assist in developing and implementing customer support policies and procedures.
• Monitor team performance metrics and identify areas for improvement.
• Act as a point of escalation for challenging customer situations.
• Contribute to creating and maintaining an up-to-date knowledge base.
• Collaborate with management to identify trends and recommend solutions.
• Ensure adherence to service level agreements and quality standards.
• Foster a positive and collaborative team environment within the remote setting.

• Proven experience as a Customer Support Representative , with demonstrated leadership capabilities.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in CRM systems and customer support software.
• Strong understanding of customer service principles and best practices.
• Ability to train and mentor other team members effectively.
• Experience working in a fully remote environment.
• High school diploma or equivalent; Bachelor's degree preferred.
• Strong organizational skills and the ability to manage multiple priorities.
• Experience supporting clients in the Kitale region is a plus.

Our client offers a competitive salary package, excellent health benefits, and opportunities for professional growth. Enjoy the full flexibility of a 100% remote position, enabling a healthy work-life balance. Receive ongoing training and development to advance your career. Be part of a dynamic and supportive remote team culture. Contribute to a company that values innovation and customer satisfaction.

• Handle inbound customer calls, emails, and chat inquiries regarding services, billing, and technical issues.
• Provide accurate information and solutions to customer queries in a timely manner.
• Troubleshoot and resolve customer complaints related to service disruptions, account discrepancies, and product usage.
• Process customer requests for service changes, upgrades, or downgrades.
• Educate customers on available services and products to enhance their experience.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Escalate complex issues to appropriate departments or supervisors when necessary.
• Adhere to quality assurance standards and company procedures.
• Contribute to a positive team environment and share best practices.

• Previous experience in a customer support or call center environment is required.
• Excellent verbal and written communication skills, with a clear and professional tone.
• Strong active listening and problem-solving abilities.
• Proficiency in using computer systems and customer relationship management (CRM) software.
• Ability to remain calm and professional when dealing with difficult customers.
• Strong multitasking skills and ability to manage time effectively.
• High school diploma or equivalent; further education is a plus.
• Residency in or near **Ongata Rongai, Kajiado, KE** is advantageous.

• Annual salary of 58000 KSh .
• Hybrid work model offering a balance between office and remote work.
• Opportunities for career advancement within the telecommunications industry.
• Comprehensive training programs to enhance skills.
• Health insurance and other statutory benefits.
• A supportive and collaborative work environment.

• Respond to customer inquiries via email, phone, and chat in a timely and professional manner.
• Troubleshoot and resolve customer issues related to their accounts, orders, or platform usage.
• Provide clear and concise information about products and services.
• Document customer interactions and resolutions in the CRM system.
• Escalate complex issues to the appropriate departments for further investigation and resolution.
• Identify trends in customer inquiries and provide feedback to improve products and services.
• Contribute to the creation and maintenance of a comprehensive knowledge base for customers and internal staff.
• Maintain a high level of customer satisfaction through empathetic and efficient support.

• Previous experience in customer service or a similar support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work effectively both independently and as part of a hybrid team.
• Familiarity with online platforms and e-commerce operations is a plus.
• Adaptability and willingness to learn new processes and technologies.
• Based in or able to commute to **Bungoma, KE** for required office days.
• High school diploma or equivalent; a college degree is an advantage.

• Competitive salary.
• Hybrid work model offering flexibility.
• Opportunities for professional development and career advancement.
• Collaborative and supportive team environment.
• Access to modern office facilities and remote work tools.
• Contribution to a company focused on innovation and customer satisfaction.
• Regular feedback and performance recognition.
• Exposure to the fast-paced world of online marketplaces.

• Handle customer inquiries via email, live chat, and phone with efficiency and professionalism.
• Troubleshoot and resolve customer issues related to orders, shipping, returns, and account management.
• Provide accurate information about products, services, and company policies.
• Document customer interactions, issues, and resolutions in the CRM system diligently.
• Escalate complex customer concerns to supervisors or specialized departments as needed.
• Identify recurring customer issues and provide feedback to management for process improvements.
• Maintain up-to-date knowledge of company products, services, and promotions.
• Strive to achieve high levels of customer satisfaction and loyalty through empathetic and effective support.

• Previous experience in customer service, call center, or helpdesk roles.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and ticketing systems.
• Ability to work independently and manage time effectively in a remote setting.
• A stable internet connection and a suitable home office environment are essential.
• Patience and empathy when dealing with customer concerns.
• Familiarity with e-commerce operations is advantageous.
• Located in or able to work effectively remotely from **Mlolongo, Machakos, KE**.

• Competitive salary package.
• Fully remote position offering ultimate flexibility.
• Opportunities for career growth within a fast-paced e-commerce company.
• Comprehensive training programs to enhance skills.
• Collaborative and supportive virtual team environment.
• Health and wellness support resources.
• Paid time off and holiday benefits.
• Employee discounts on popular products.

Our client, a well-established logistics company, is seeking an experienced and dynamic Customer Support Lead to manage their operations based in **Mlolongo, Machakos, Kenya**. This role offers a hybrid work arrangement, blending essential in-office presence with the flexibility of remote work. As a Lead, you will be responsible for overseeing the daily operations of the customer support team, ensuring the delivery of efficient and high-quality service to clients. You will play a key role in training, mentoring, and motivating the support team, as well as handling escalated customer issues. The ideal candidate possesses strong leadership skills, a deep understanding of customer service principles, and a proven ability to manage and improve support processes within the logistics industry. This is an excellent opportunity to advance your career and make a significant impact on customer satisfaction.

• Lead, train, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee daily customer support operations, ensuring adherence to service level agreements (SLAs).
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Monitor key performance indicators (KPIs) and report on team performance to management.
• Collaborate with other departments (e.g., operations, sales) to ensure seamless service delivery.
• Identify training needs within the team and conduct or arrange relevant training sessions.
• Contribute to the continuous improvement of customer support processes and tools.
• Manage team schedules and workload distribution to ensure adequate coverage.
• Act as a point of escalation for customer complaints and provide solutions.

• Minimum of 3 years of experience in customer service, with at least 1 year in a supervisory or lead role.
• Proven experience in the logistics or transportation industry is highly preferred.
• Strong leadership, coaching, and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and support ticketing systems.
• Ability to work effectively in a hybrid environment, balancing in-office and remote responsibilities.
• Knowledge of logistics operations and supply chain management is a significant advantage.
• Bachelor's degree in Business Administration, Management, or a related field is preferred.
• Must be able to commute to the office in **Mlolongo, Machakos, Kenya** for scheduled in-office days.
• Strong organizational skills and attention to detail.

Our client offers a competitive salary commensurate with experience and leadership capabilities. A comprehensive benefits package, including health insurance, is provided. The hybrid work model offers a balance between in-office collaboration and remote flexibility. Opportunities for professional development and career advancement within the company are available. You will be joining a reputable organization in the logistics sector, contributing to its success and customer loyalty. This role offers the chance to shape the customer experience strategy for a growing company.