0 Senior Customer Service Manager jobs in Kenya

• 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.

• 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.

• Managing and optimizing the performance of remote customer service representatives and team leads.
• Developing and implementing standard operating procedures (SOPs) for customer service interactions.
• Monitoring key customer service metrics, such as response times, resolution rates, and customer satisfaction scores (CSAT).
• Identifying areas for process improvement and implementing solutions to enhance service delivery.
• Conducting performance reviews, providing coaching, and fostering professional development for team members.
• Managing workforce planning and scheduling to ensure adequate coverage across all support channels.
• Utilizing CRM and customer support software to track interactions and manage customer data.
• Collaborating with other departments to resolve customer issues and improve overall service quality.
• Staying abreast of best practices in customer service management and technology.

• Lead, manage, and mentor a remote customer service and helpdesk team.
• Develop and implement efficient customer support processes and workflows.
• Ensure timely and effective resolution of customer inquiries, issues, and technical problems.
• Monitor and analyze key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Train and onboard new support agents, providing ongoing coaching and development.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Manage the helpdesk ticketing system and ensure its optimal utilization.
• Collaborate with other departments (e.g., product, engineering) to address recurring customer issues and provide feedback.
• Develop and implement strategies to improve customer satisfaction and loyalty.
• Handle escalated customer complaints and complex issues with professionalism and efficiency.
• Stay updated on industry best practices and emerging trends in customer service and helpdesk management.
• Ensure compliance with company policies and data privacy regulations.
• Manage staffing levels and schedules to ensure adequate support coverage.

• Bachelor's degree in Business Administration, Communications, or a related field.
• Minimum of 6 years of experience in customer service or helpdesk roles, with at least 3 years in a management or supervisory capacity.
• Proven experience managing remote customer support teams.
• Strong understanding of helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead, motivate, and develop a team.
• Proficiency in developing and implementing customer service strategies and SLAs.
• Ability to handle stressful situations and de-escalate customer conflicts.
• Strong analytical skills for performance monitoring and reporting.
• Adaptability and a proactive approach to problem-solving in a remote environment.
• Experience in technical support is a significant advantage.

Overview
As the Director of Customer Relations, you will be responsible for fostering and maintaining strong relationships with our existing and potential power provider clients in the west. You will play a crucial role in identifying opportunities, addressing challenges, and driving customer satisfaction.

Please Note

• Position requires a high degree of travel**

Responsibilities
Customer Relationship Management:

• Build and maintain strong relationships with key decision-makers at power providers.
• Proactively identify customer needs and anticipate potential challenges.
• Deliver exceptional customer service and exceed customer expectations.
• Resolve customer issues and complaints promptly and effectively.

Business Development

• Identify and pursue new business opportunities within the assigned region.
• Develop and execute strategic plans to grow the customer base and increase revenue.
• Collaborate with the sales team to generate leads and close deals.

Industry Knowledge

• Stay up-to-date on industry trends and regulatory changes.
• Identify opportunities for innovation and improvement.
• Represent the company at industry events and conferences.

Qualifications

• Bachelor's degree in Business Administration, Engineering, or a related field.
• 5+ years of experience in the power industry.
• Strong understanding of the power industry, including technology, regulations, and market dynamics.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication and interpersonal skills.
• Strong leadership and problem-solving skills.
• Ability to travel within the assigned region.

If you are a passionate and results-oriented individual with a strong customer focus, we encourage you to apply.

Compensation And Benefits
This position offers competitive pay and an attractive benefits package including medical, dental, vision, life, disability insurance, 401(k), and more.

About Vantage Point Solutions
Vantage Point Solutions was founded in 2002 by a team who believed in putting people – both employees and clients – first. VPS is a customer-focused, technology-driven engineering and consulting firm serving the broadband, power, and financial industries.

The entire team is driven by a commitment to client satisfaction. We work hard to foster a culture of teamwork, respect, and commitment (with a good mix of camaraderie and fun, too).

EEO
Vantage Point Solutions is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status."

• Lead, mentor, and manage a remote team of customer service professionals, fostering a positive and productive work environment.
• Develop and implement effective customer service strategies and policies to enhance customer satisfaction and loyalty.
• Oversee daily support operations, ensuring timely and accurate resolution of customer inquiries and issues.
• Monitor key performance indicators (KPIs) and customer feedback to identify areas for improvement.
• Train and onboard new customer service representatives, providing ongoing coaching and development.
• Create and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Collaborate with other departments (e.g., product, engineering) to address customer feedback and resolve complex issues.
• Manage customer escalations and ensure prompt and satisfactory resolution.
• Utilize CRM and helpdesk software to track customer interactions, manage tickets, and analyze performance data.
• Identify opportunities to improve customer service processes and implement best practices.
• Contribute to the development of customer service training programs and materials.

We are looking for a Fluent English Speaking Customer Service Representative (CSR) to join our fast-paced team in the automotive industry.

This role involves handling both inbound and outbound calls while delivering exceptional service and driving sales conversions.

Key Requirements:

• Must have prior experience in a CSR role (mandatory) Automotive Experience is a PLUS.

• Excellent English speaking skills with clear and confident communication.

• Ability to work 7 hours/day, 6 days/week (42 hours/week).

• Flexible to work shift schedules and anytime between operational hours of 7:00 AM – 10:00 PM Eastern Time.

• Experience in the automotive industry is a plus (training can be provided).

• Committed to a long-term, full-time career opportunity.

What We Offer:

• Base salary + commission + performance-based incentives on every conversion.

• Career growth and long-term job security.

• Stable, supportive, and growth-oriented work environment.

• Training and continuous support to help you succeed.

• A collaborative, performance-driven work culture.

If you are hardworking, adaptable, and ready to grow with a fast-paced company, apply now and build your career with us

Kofa is seeking a motivated and detail-oriented Customer Support Associate to assist our customers with issues that could arise when using our products and services.

This role involves resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who's able to earn our clients' trust. You should also be familiar with using help desk software.

Key Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat.
• Identify customer needs and help customers use specific features.
• Analyze and report product malfunctions by testing different scenarios or impersonating users on our platform.
• Update our internal database and the helpdesk system with information about technical issues and useful discussions with customers.
• Monitor customer complaints on social media and reach out to provide assistance.
• Share feature requests and effective workarounds with team members.
• Inform customers about new features and functionalities.
• Follow up with customers to ensure their technical issues are resolved.
• Gather customer feedback and share with our Product, Operations and Sales and Marketing teams.
• Work closely with operations to reactively and proactively manage customer problems.

Qualifications and Skills:

Education:

• Bachelor's degree or diploma in a related field.

Experience:

• 2+ Experience as a Customer Support Associate or similar Customer Support role.
• Understanding of working of CRM systems.
• Familiarity with the mobility industry will be a plus.
• Experience using help desk software and remote support tools.

Skills:

• Excellent communication and problem-solving skills.
• Patience when handling tough cases with customers or others.
• Strong organizational and time-management skills.
• Basic proficiency in Microsoft Office and Google workspace Suite .

Other Requirements:

• Willingness to travel to field locations as needed.
• Flexibility to participate in on-call rotations.

What We Offer:

• Opportunity to be part of a mission-driven, high growth company shaping the future of clean energy in Africa.
• A dynamic, collaborative, and entrepreneurial work environment.
• Competitive salary and benefits package.
• Professional development opportunities and career growth potential.
• Hands-on experience in field operations within a growing industry.

Company Description
Assent offers professional regulatory and compliance services to complement the world's fastest growing compliance and data management solution provider. Companies in various industries face evolving regulatory and compliance challenges, and we assist our clients in supporting their compliance and data management requirements.

Our company was built on a shared commitment to excellence. Our pillars provide a strong foundation on which we can offer highly specialized services. We focus on timely completion of contracts, cost effectiveness and maintaining the highest standards of professionalism. Our highly engaged team of professionals is what drives our company forward each and every day.

Work Model

Fully Onsite in our Eldoret Offices. This is a 6 month term contract.

Job Description
Position Summary

The Supplier (Customer) Support Associate will report to the Manager, Supplier Support. The Supplier Support Associate will support the Supplier Support team in obtaining declarations and other important information from non-responsive suppliers in our client's supply chains.

Key Requirements And Responsibilities

• Communicate with suppliers through a multi channel approach including emails, chats and conference calls to gather compliance information, assist with compliance requests, and confirm quality of the documents provided;
• Work directly with top-tier suppliers to be a valuable resource to help them respond to their compliance requests;
• Handle emails and chats from suppliers to help them troubleshoot, navigate their compliance requests by providing a positive experience;
• Engage with unresponsive suppliers through a multi channel approach including emails, chats and conference calls, supplier education and webinar invites;
• Language support may be required to help with internal translations, hosting webinars, and joining prospect calls with the Sales team;
• Work closely with Program Success team to strategize on the best approach for new customers, client campaigns and supplier issues
• Validate and ensure Quality Assurance for compliance data provided by our suppliers;
• Act as a peer mentor to Supplier Support Agents as required;
• Keep up to date with new regulations and changes in Assent's products to become an expert in your field;
• Be familiar with corporate security policies and follow the guidance set out by processes and procedures of Assent.

This is not an exhaustive list of duties. Responsibilities may be altered and/or added from time to time to meet business needs.

Qualifications
Your Knowledge, Skills and Abilities

We strongly value your talent, energy and passion. It will also be valuable to Assent if you have the following qualifications:

• Excellent verbal and written communication skills, primarily in English, however proficiency in additional languages is required for certain supplier groups;
• Bachelor's Degree/Higher diploma from a recognized learning institution;
• 1-2 years related work experience (eg. administration, reporting, research & data, supplier/customer support, call centres);
• Solid ability to manage time effectively and juggle multiple priorities at one time;
• Computer proficiency using MS Office Suite and Google Applications, able to leverage all functions proactively to effectively and efficiently;
• Self-starter, excellent time management skills and the ability to adhere to assigned deadlines;
• Solutions-first attitude, self-motivated to proactively engage with our suppliers through multiple channels;
• Builds productive and stable working relationships internally and externally in the interest of supporting our suppliers needs;
• Possess basic to intermediate regulatory knowledge in order to consult with suppliers in providing requested information;
• You are highly adaptable, flexible and thrive in a fast-paced, dynamic business environment;
• You are naturally curious about technology or how things work;
• You are diligent and detail-oriented- you pay high attention to detail and you double-check everything;
• You have grit- you are conscientious, will always work towards providing solutions over excuses and are dedicated to achieving excellence and driving results;
• You consider yourself a lifelong learner - you have an insatiable thirst for knowledge, are always striving to self-improve, and are coachable.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Assent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Additional Information
At Assent, we are uniquely positioned to make meaningful, impactful changes in the world around us. If you believe in doing work that matters, we want you to join our team.

Life at Assent

• Wellness: We believe that you and your family's well being is important. As a result, we offer vacation time that increases with tenure, comprehensive benefits packages (details vary by country), life leave days and more.
• Financial Benefits: It's not all about the money – well, it's a little about the money. We understand that financial health is important and we offer a competitive base salary, a corporate bonus program, retirement savings options and more.
• Life at Assent: There is purpose beyond your work. We provide our team members with volunteer days, flexible work options and opportunities to get involved in corporate giving initiatives.
• Lifelong Learning: At Assent, curiosity is not only valued but encouraged. You will receive professional development days that are available to you the day you start.
• Work The Way That Works for You: Your work and life should be balanced in a way that is purposeful for you. We offer flexible working environments for our team. Choose a space that meets your unique needs.