221 Senior Customer Service Manager jobs in Kenya
Senior Customer Service Manager
00200 Abothuguchi West
KES390000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking an experienced and dynamic Senior Customer Service Manager to lead and motivate their remote customer support team. This role is pivotal in ensuring exceptional customer experiences and driving customer satisfaction across all touchpoints. You will be responsible for setting service standards, developing training programs, managing team performance, and implementing strategies to improve customer retention and loyalty. The ideal candidate will have a proven track record in customer service leadership, strong communication and interpersonal skills, and a deep understanding of customer service best practices. You should be adept at using CRM software, customer service platforms, and performance analytics tools. This position requires excellent problem-solving abilities, strategic thinking, and the capacity to inspire and guide a geographically dispersed team.
Key Responsibilities:
Key Responsibilities:
- Lead, mentor, and manage a team of remote customer service representatives.
- Develop and implement customer service policies, procedures, and quality standards.
- Monitor team performance, provide regular feedback, and conduct performance reviews.
- Train new hires and provide ongoing development opportunities for the team.
- Handle escalated customer issues and ensure timely and satisfactory resolution.
- Analyze customer feedback and service data to identify trends and areas for improvement.
- Implement strategies to enhance customer satisfaction, loyalty, and retention.
- Collaborate with other departments (e.g., Sales, Product) to address customer needs and improve the overall customer experience.
- Manage the scheduling and allocation of resources for the customer service team.
- Stay updated on industry trends and best practices in customer service and remote team management.
- 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 in a leadership role overseeing remote teams.
- Proven experience in developing and implementing customer service strategies.
- Strong understanding of customer service metrics and KPIs (e.g., CSAT, NPS, FCR).
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and customer service tools.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to inspire and motivate a remote team.
- Strong organizational and time-management skills.
- Must have a reliable internet connection and a professional home office setup.
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0
Senior Customer Service Manager - Remote
20100 Nyeri Town
KES190000 Annually
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Our client is seeking a dedicated and experienced Senior Customer Service Manager to lead their remote customer support team. This position is ideal for a passionate leader who excels in fostering exceptional customer experiences and driving service excellence. You will be responsible for managing all aspects of customer service operations, including team performance, training, and development, as well as implementing customer service strategies that enhance satisfaction and loyalty. The ideal candidate will have a proven track record of successfully managing customer service teams, ideally in a remote setting. Key responsibilities include setting service level agreements (SLAs), monitoring key performance indicators (KPIs), and ensuring timely and effective resolution of customer inquiries and complaints. You will develop and refine customer service policies and procedures, implement best practices, and utilize customer feedback to drive continuous improvement. This role requires strong leadership, excellent communication, and problem-solving skills. You will train and mentor customer service representatives, provide guidance on complex customer issues, and motivate the team to achieve high performance standards. As a remote manager, you must possess excellent organizational and time management skills, with the ability to effectively manage a distributed team. Proficiency in customer service software and CRM systems is essential. You will play a pivotal role in shaping the customer's journey and upholding the company's commitment to outstanding service. This is a fantastic opportunity for a motivated leader to shape and grow a remote customer service function. Qualifications: Bachelor's degree in Business Administration, Communications, or a related field. Minimum of 6 years of experience in customer service, with at least 3 years in a management or supervisory role. Proven experience managing customer service teams, preferably in a remote or distributed environment. Strong understanding of customer service principles, KPIs, and best practices. Excellent leadership, coaching, and team-building skills. Proficiency in CRM software and helpdesk platforms. Exceptional problem-solving, conflict resolution, and communication skills. Ability to work independently and effectively manage a remote team. This role is fully remote, supporting customer service operations for our client in and around Nyeri, Nyeri, KE .
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1
Senior Customer Service Manager, Remote Support
00900 Ruiru, Central
KES75000 Annually
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Posted 2 days ago
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Job Description
Our client is seeking an experienced and highly organized Senior Customer Service Manager to lead their remote customer support operations. This is a fully remote position, offering the flexibility to manage and develop a world-class customer service team from anywhere. The ideal candidate will have a deep understanding of customer service principles, excellent leadership skills, and a passion for delivering exceptional customer experiences. You will be responsible for managing the day-to-day operations of the customer support team, developing and implementing support strategies, and ensuring that customer inquiries are handled efficiently and effectively. Key responsibilities include: leading, coaching, and mentoring a remote customer support team; setting performance standards and monitoring key customer service metrics (e.g., response time, resolution rate, customer satisfaction); developing and implementing customer service policies and procedures; managing customer feedback and complaint resolution processes; collaborating with other departments to resolve complex customer issues; identifying training needs for the support team and implementing development programs; and contributing to the continuous improvement of customer support processes and tools. You will also be responsible for analyzing customer data to identify trends and opportunities for service enhancement. The ideal candidate will possess strong communication, problem-solving, and interpersonal skills. A customer-centric approach and a commitment to excellence are essential. Your ability to motivate and guide a remote team to achieve high performance will be critical to the success of this role. A Bachelor's degree in Business Administration, Communications, or a related field is preferred. A minimum of 6 years of experience in customer service, with at least 3 years in a management or supervisory role. Proven experience managing remote customer service teams. Strong understanding of customer support best practices and technologies (CRM, helpdesk software). Excellent leadership, coaching, and performance management skills. Ability to analyze customer data and identify actionable insights. Strong problem-solving and decision-making capabilities. Commitment to fostering a positive and supportive team culture in a remote environment.
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2
Remote Hospitality Customer Relations Manager
00501 Kipreres
KES120000 Annually
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Posted 2 days ago
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Our client is seeking a dedicated and experienced Remote Hospitality Customer Relations Manager to enhance guest satisfaction and foster loyalty within their hospitality operations. This is a fully remote position, allowing you to manage customer relationships and service standards from the comfort of your home office, serving guests across various locations including Kitale, Trans-Nzoia, KE . You will be responsible for developing and implementing customer service strategies, resolving guest complaints efficiently and empathetically, and gathering feedback to drive service improvements. Your role will involve overseeing online reputation management, responding to reviews on platforms like TripAdvisor and Google, and engaging with customers through various digital channels. You will also train and mentor customer-facing staff (remotely) on best practices in guest interaction and service delivery. This position requires a proactive approach to identifying customer needs and anticipating potential issues. A key part of this role is to build and maintain strong relationships with clients, ensuring a consistently positive experience. You will analyze customer data to identify trends and opportunities for enhancement. A Bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is preferred, along with at least 4 years of experience in customer service, preferably within the hospitality or tourism sector. Exceptional communication, interpersonal, and problem-solving skills are vital. Proficiency in CRM software and a solid understanding of digital customer engagement tools are essential. You must be highly organized, self-motivated, and possess the ability to work autonomously while maintaining strong collaboration with a remote team. The ability to adapt to a constantly evolving digital landscape and maintain high service standards across different platforms is key to success in this role. Join our client and contribute to delivering exceptional guest experiences from anywhere.
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3
Customer Support Specialist
01000 Ruiru, Central
KES55000 Annually
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Job Description
Our client is seeking a dedicated and customer-focused Customer Support Specialist to join their team. This role offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative benefits of in-office interaction. You will be a vital point of contact for customers, providing timely and effective assistance to resolve inquiries, troubleshoot issues, and ensure a positive customer experience. The ideal candidate possesses excellent communication skills, a problem-solving mindset, and a genuine passion for helping others. You will be responsible for managing customer interactions across various channels, documenting issues, and working with internal teams to find solutions. Your contribution will be key in maintaining high levels of customer satisfaction and loyalty.
Responsibilities:
Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Diagnose and resolve technical and non-technical issues reported by customers.
- Provide accurate information about products and services.
- Guide customers through troubleshooting steps and product usage.
- Document all customer interactions, issues, and resolutions in the CRM system.
- Escalate complex issues to the appropriate internal teams or departments.
- Follow up with customers to ensure their issues have been resolved satisfactorily.
- Contribute to the development of knowledge base articles and FAQs.
- Identify opportunities to improve customer service processes and customer experience.
- Build rapport and strong relationships with customers.
- Proven customer support or client service experience.
- Excellent communication skills, both written and verbal.
- Strong active listening and problem-solving abilities.
- Proficiency with computers and common software applications, including CRM systems.
- Ability to multitask and manage time effectively.
- A patient and empathetic demeanor when dealing with customers.
- High school diploma or equivalent; associate's degree or relevant certification is a plus.
- Ability to work effectively both independently and as part of a team in a hybrid environment.
- Previous experience in a remote or call center environment is beneficial.
- Demonstrated ability to learn quickly and adapt to new processes and technologies.
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4
Customer Support Specialist
50200 Homa Bay
KES30000 Annually
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Job Description
Our client, a rapidly growing company in the services sector, is looking for a dedicated and empathetic Customer Support Specialist to join their team in **Bungoma, Bungoma, KE**. This role is crucial for ensuring customer satisfaction and providing exceptional support across various channels. You will be the first point of contact for customers, addressing their inquiries, resolving issues, and providing guidance on products and services. The ideal candidate will possess excellent communication skills, patience, and a strong desire to help others. This is a hybrid position, requiring a balance of in-office and remote work, offering flexibility while maintaining team cohesion. You will be responsible for handling a high volume of customer interactions via phone, email, and chat. This includes troubleshooting technical problems, processing requests, and escalating complex issues to appropriate departments. Maintaining detailed records of customer interactions and resolutions is essential. You will also contribute to building customer loyalty by providing a positive and efficient support experience. Continuous learning about the company's offerings and support best practices is expected. The ability to multitask effectively and manage time efficiently is key to success in this role. We are looking for individuals who are passionate about customer service and can represent our client with professionalism and care.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries and resolve issues promptly and professionally across multiple channels (phone, email, chat).
- Provide technical support and guidance on product usage.
- Troubleshoot and diagnose customer problems, escalating complex issues when necessary.
- Process customer requests, orders, and returns accurately.
- Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
- Identify opportunities to improve customer satisfaction and retention.
- Educate customers on product features and benefits.
- Collaborate with other departments to ensure a seamless customer experience.
- Contribute to the development of support documentation and FAQs.
- High school diploma or equivalent; further education or certification in customer service is a plus.
- Proven experience in a customer service or support role.
- Excellent communication and interpersonal skills, with the ability to empathize with customers.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in using customer support software and CRM systems.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with common IT support issues.
- Positive attitude and a genuine desire to help customers.
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5
Customer Support Specialist
20400 Kapsuser
KES75000 month
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Posted 1 day ago
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Job Description
Our client is looking for a dedicated and empathetic Customer Support Specialist to provide exceptional assistance to their valued customers. This is a fully remote position, enabling you to deliver top-tier support from the convenience of your home office. You will be the first point of contact for customers seeking help with our client's products and services, handling inquiries via phone, email, and live chat. Your primary goal will be to resolve customer issues efficiently and effectively, ensuring a positive customer experience. This involves troubleshooting technical problems, answering product-related questions, processing orders or returns, and escalating complex issues when necessary. The ideal candidate will possess outstanding communication skills, patience, and a genuine desire to help others. Strong problem-solving abilities and the capacity to quickly learn new products and systems are essential. You will maintain accurate records of customer interactions and feedback. This role requires self-discipline, excellent time management, and the ability to maintain a professional and courteous demeanor, even in challenging situations. You will be part of a supportive team environment, contributing to the overall success of the customer service department. This is a fantastic opportunity to grow your career in customer service within a company that values its employees and their contributions.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Respond to customer inquiries and resolve issues via phone, email, and chat.
- Provide accurate product and service information to customers.
- Troubleshoot and diagnose customer problems, offering effective solutions.
- Process customer orders, returns, and exchanges.
- Escalate complex issues to appropriate departments or senior support staff.
- Document all customer interactions and resolutions in the CRM system.
- Identify opportunities to improve customer service processes and customer satisfaction.
- Maintain a high level of product knowledge.
- Contribute to team goals and collaborate with colleagues.
- Ensure adherence to company policies and service level agreements.
Qualifications:
- High school diploma or equivalent; college degree preferred.
- Proven experience in customer service or a related role.
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Patience and empathy when dealing with customers.
- Proficiency in computer applications and CRM software.
- Ability to multitask and manage time effectively.
- Must have a reliable internet connection and a dedicated workspace.
- Adaptable and eager to learn new systems and products.
- A positive attitude and a strong work ethic.
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6
Customer Support Specialist
30100 Moiben
KES75000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking a dedicated and personable Customer Support Specialist to join their growing team. This role offers a hybrid work arrangement, allowing for flexibility while maintaining vital in-person collaboration. You will be the first point of contact for customers, providing exceptional assistance and resolving inquiries across various communication channels, including phone, email, and chat. Your primary goal will be to ensure customer satisfaction by delivering timely, accurate, and friendly support.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
Qualifications:
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
The ideal candidate will possess excellent communication and problem-solving skills, with a patient and empathetic approach to customer interactions. You will be responsible for troubleshooting customer issues, providing product information, processing orders or requests, and escalating complex problems when necessary. A strong ability to multitask, manage time effectively, and maintain a positive attitude is crucial. You will also contribute to improving customer service processes and providing feedback on customer needs and pain points.
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and live chat.
- Provide accurate product and service information to customers.
- Troubleshoot and resolve customer issues effectively and efficiently.
- Process customer orders, applications, or requests.
- Escalate complex customer issues to the appropriate departments or supervisors.
- Maintain detailed records of customer interactions and transactions.
- Identify and communicate customer feedback and trends to the team.
- Adhere to company policies and procedures.
- Contribute to team goals and continuous improvement of customer service processes.
- Maintain a high level of customer satisfaction.
Qualifications:
- High school diploma or equivalent; some college education or relevant certification is a plus.
- 1-2 years of experience in customer service or a related field.
- Excellent verbal and written communication skills.
- Strong listening and problem-solving abilities.
- Ability to remain calm and professional under pressure.
- Proficiency in using customer support software and CRM systems.
- Ability to work independently and as part of a team.
- Basic computer proficiency.
- Adept at handling customer complaints and building rapport.
- Demonstrates reliability and punctuality.
We are looking for individuals who are passionate about customer service and eager to contribute to our client's success.
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7
Customer Support Lead
01000 Witeithie
KES250000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking an experienced and empathetic Customer Support Lead to manage and inspire their remote customer service team. This is a fully remote position, offering the opportunity to build and lead a high-performing support function. As a Customer Support Lead, you will be responsible for overseeing daily operations of the customer support department, ensuring exceptional service delivery and customer satisfaction. Your duties will include training and coaching support agents, handling escalated customer issues, developing support policies and procedures, and monitoring team performance against key metrics such as response time, resolution rate, and customer satisfaction scores. You will also be instrumental in identifying trends in customer inquiries and providing feedback to product and engineering teams to drive continuous improvement. The ideal candidate will have a strong background in customer service management, excellent leadership and communication skills, and a passion for creating positive customer experiences. Proficiency with customer support software and CRM systems is essential, along with the ability to motivate and manage a remote team effectively. You should be adept at problem-solving and dedicated to fostering a customer-centric culture.
Responsibilities:
Responsibilities:
- Lead, mentor, and coach a team of remote customer support agents.
- Oversee daily customer support operations, ensuring timely and effective issue resolution.
- Handle escalated customer inquiries and complaints, providing expert solutions.
- Develop and implement customer support policies, procedures, and best practices.
- Monitor and analyze key performance indicators (KPIs) to ensure service quality and team efficiency.
- Train new support agents on products, services, and customer service protocols.
- Identify recurring customer issues and provide feedback to relevant departments for improvement.
- Manage customer support channels, including email, chat, and phone support.
- Contribute to the development of self-service resources, such as FAQs and knowledge bases.
- Foster a positive and productive work environment for the remote support team.
- Bachelor's degree in Business Administration, Communications, or a related field.
- Minimum of 4 years of experience in customer support, with at least 2 years in a leadership or supervisory role.
- Proven experience managing and motivating remote customer support teams.
- Excellent communication, interpersonal, and problem-solving skills.
- Proficiency with CRM software and customer support ticketing systems (e.g., Zendesk, HubSpot, Salesforce).
- Strong understanding of customer service best practices and customer experience principles.
- Ability to handle difficult customer situations with professionalism and empathy.
- Demonstrated ability to analyze performance data and implement improvements.
- Adaptability and willingness to work in a fast-paced, remote environment.
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8
Customer Support Lead
60100 Meru , Eastern
KES220000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client is seeking a dedicated and experienced Customer Support Lead to manage their remote customer service operations. This vital role involves leading a team of customer support representatives, ensuring the delivery of exceptional customer service, and continuously improving support processes. You will be responsible for guiding your team to resolve customer inquiries efficiently and effectively, manage customer escalations, and uphold the highest standards of customer satisfaction. The ideal candidate will possess strong leadership qualities, excellent communication and problem-solving skills, and a deep understanding of customer service best practices. As this is a fully remote position, you will utilize advanced communication and support software to manage your team and interact with customers. Key responsibilities include training and mentoring customer support staff, monitoring team performance, implementing quality assurance measures, and developing support documentation and FAQs. You will also collaborate with other departments, such as product and sales, to relay customer feedback and identify opportunities for service improvement. A critical aspect of the role is analyzing customer support data to identify trends, areas for improvement, and implementing strategies to enhance the overall customer experience. Proficiency in CRM systems, help desk software, and various communication channels is essential. This is an excellent opportunity for a motivated individual to lead a customer support team and make a significant impact on customer loyalty and retention while enjoying the flexibility of a remote work arrangement. Join us to drive excellence in customer support.
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