Customer Service Manager

  • Full Time
  • Kenya


Key Responsibilities 

  • Supervising day-to-day operations in the customer service department.
  • Responding to customer service issues in a timely manner.
  • Creating effective customer service procedures, policies, and standards.
  • Developing customer satisfaction goals and coordinating with the team to meet them on a steady basis.
  • Implementing an effective customer loyalty program.
  • Maintaining accurate records and documenting all customer service activities and discussions.
  • Assessing service statistics and preparing detailed reports on your findings.
  • Hiring and training new customer service agents.
  • Managing the approved budget of the customer service department.
  • Staying informed on the latest industry techniques and methods.

Requirements and skills

  • Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
  • Proficiency in Microsoft Office and customer service software.
  • Outstanding written and verbal communication skills.
  • Good understanding of organizational effectiveness, management practices and techniques.
  • Excellent leadership and interpersonal skills.
  • An analytical mind with a strategic ability
  • Bachelor’s degree in business administration or relevant field.
  • A minimum of 5 years of proven experience in a customer service position with supervisory / management experience in similar environment; experience in a courier industry will have an added advantage.


Qualified and interested applicants who meet the specifications are requested to send their CVs to or by 8th May 2023. Indicate the position applied for in the subject line.

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