Customer Service Supervisor

4 weeks ago


Nairobi, Kenya SunCulture Kenya Ltd Full time

About the role:

The Customer Service Supervisor role holder is a dynamic and results-driven individual.  He /she is a key contributor to the customer service department. The role holder will be responsible for leading a team of retention representatives to ensure the effective implementation of customer retention strategies. The primary focus of this role is to minimize customer churn, enhance customer satisfaction, and contribute to overall business growth.

Key Responsibilities:

  • Supervise and lead a team of customer service representatives, fostering a positive and collaborative environment through guidance, support, and coaching.
  • Set and monitor performance targets for the team and individual members, implementing improvement plans as necessary to ensure goal attainment.
  • Ensure high levels of customer satisfaction by overseeing the resolution of issues and escalations, and analyzing interactions for improvement opportunities.
  • Implement and enforce quality assurance standards for customer interactions, conducting regular audits to maintain service quality.
  • Identify training needs and facilitate ongoing development opportunities to enhance team skills and knowledge.
  • Effectively allocate resources to ensure optimal efficiency and manage staffing levels to meet service demands.
  • Generate regular reports on key performance indicators and utilize data-driven insights to identify trends and areas for improvement.
  • Lead initiatives to improve processes and procedures, actively seeking and implementing best practices in customer service.

Qualifications:

  • Bachelor's degree in Business Administration, Communication, or a related field preferred.
  • Proven experience in a supervisory or managerial role in a call center/customer service environment.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Proficient in using call center software and customer relationship management CRM tools.
  • Knowledge of industry best practices and trends in customer service.


  • Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the role:The Customer Service...


  • Nairobi, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent About the role: The Customer...


  • Nairobi, Nairobi Area, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continentAbout the roleThe Customer Service...


  • Nairobi, Nairobi Area, Kenya Lafayette Resources Ltd Full time

    Lafayette Resources is a Human Capital, and Business Consulting Company, providing an array of top level consulting services. At Lafayette Resources, we are Bold and Tenacious, we love to take on big challenges and win, and we always partner closely with our clients in providing long lasting business solutions. We are Ambitious, Restless, highly Energized,...


  • Nairobi, Nairobi Area, Kenya Crystal Recruit Full time

    Crystal Recruit is a boutique recruitment firm that specializes in matching the right talent to the right job opportunities across Africa. We go out of our way to find that missing person for your business puzzleResponsibilities Build brand presence within our client's local target market. Expand on the cheese tour to include more to do in the area for...

  • Customer Service

    3 weeks ago


    Nairobi, Nairobi Area, Kenya Ital Global Limited Full time

    We are a comprehensive Human Capital Consultancy firm dedicated to helping organizations just like yours with their HR activities and work. We believe in creating productive and fruitful relationships with our clients by adding value to your business to ensure that you get the very best return on your Human Capital spendSummaryWe are looking for a confident...


  • Nairobi, Kenya SunCulture Kenya Ltd Full time

    Since the sale of our first kit in 2013, SunCulture has been on a mission to help smallholder farmers in Africa improve both crop yields and quality. We are driven to constantly innovate and improve our technology to make solar powered irrigation solutions truly affordable for the millions of farmers on the continent About the role The Customer Service...


  • Nairobi, Kenya Kyosk Digital Services Full time

    A kiosk is an informal convenience store selling everyday household items. Known locally by their vernacular names e.g. Duka in Kenya, Spaza in South Africa, Kantemba in Zambia. kiosk-type retail outlets are the cornerstone of African retail, accounting for over 60% of all retail trade flows. Despite their importance, kiosk-type retail outlets face...

  • Customer service

    1 month ago


    Nairobi CBD, Kenya Stephen Muli Full time

    Serves customers by providing product and service information and resolving product and service problems.

  • Customer service

    1 month ago


    Nairobi CBD, Kenya Stephen Muli Full time

    Serves customers by providing product and service information and resolving product and service problems.


  • Nairobi, Nairobi Area, Kenya Sheer Logic Full time

    Sheer Logic Management Consultants (SLMC) was incorporated in 1997 as a limited liability company whose overall aim is to provide Human Resource consultancy and training services to a diverse set of industries and economic sectors; both private and public.SummaryThe Restaurant Supervisor position is responsible for overseeing the operations of the restaurant...

  • Customer Service

    1 day ago


    Nairobi, Nairobi Area, Kenya Big Square Full time

    ABOUT THE COMPANYA casual dining restaurant serving locally sourced, SQUAREMADE burgers, fried chicken, BBQ ribs, beer, wine, delicious desserts and hand-spun shakes.JOB SUMMARYMinimum Requirements:Diploma or Degree in Hospitality Management.3-5 years of experience as a Trainer in the hospitality industry; must have experience as a Restaurant...


  • Nairobi, Nairobi Area, Kenya Corporate Staffing Full time

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.Key Responsibilities:Customer Inquiry Handling: Respond to...

  • F & B Supervisor at

    3 weeks ago


    Nairobi, Nairobi Area, Kenya Bantu Africa Resort & Spa Full time

    Bantu Africa Resort is a hotel with a difference giving its clientele a choice to enjoy the beauty of Mt. Kenya Region. From the beautiful aberdare forest, the Mt. Kenya and wonderful agricultural experience for Agri tourism not only leaves you entertained but well informed and empowered for entrepreneurship.SummaryThe F & B Supervisor will assist the...


  • Nairobi, Nairobi Area, Kenya Corporate Staffing Full time

    Corporate Staffing Services is a leading recruitment agency in Kenya providing complete recruitment services. In the last ten years we have been partners to local and foreign businesses looking to hire Kenyan professionals. We have recruited for diverse clients in different sectors and industries.Responsibilities and Accountabilities Define and track Key...


  • Nairobi, Kenya Corporate Staffing Services Full time

    Customer service jobs. Jubilee Insurance was established in August 1937, as the first locally incorporated Insurance Company based in Mombasa in 1937. Jubilee Insurance has spread its sphere of influence throughout the region to become the largest Composite insurer in East Africa, handling Life, Pensions, general and Medical insurance.Job Ref. No:...

  • Customer Support

    1 month ago


    Nairobi, Kenya Odoo Full time

    Odoo is an open-source suite of integrated business applications actively programmed, supported, and organized by Odoo SA. Odoo is similar to many open-source projects where customized programming, support, and other services are provided by an active global community and partners network About the Role This role will oversee the operations of the...


  • Nairobi, Nairobi Area, Kenya Tetra Pak Limited Full time

    ABOUT THE COMPANYTetra Pak​ is one of three companies in the Tetra Laval Group – a private group that started in Sweden. The other two companies are DeLaval and Sidel. Tetra Laval is headquartered in Switzerland.​JOB SUMMARYTetra Pak East Africa has an exciting opportunity for an experienced Customer Service Representative who will drive order...


  • Nairobi, Nairobi Area, Kenya I&M Bank Full time

    ABOUT THE COMPANYI&M Bank Limited, is a commercial bank in Kenya, the largest economy in the East African Community. It is licensed by the Central Bank of Kenya, the central bank and national banking regulatorJOB SUMMARYThe role holder ensures customer service delivery levels are as per the Bank's prescribed standard, customer satisfaction and...


  • Nairobi, Nairobi Area, Kenya I&M Bank Full time

    I&M Bank is a wholly owned subsidiary of I&M Holdings Limited, a publicly quoted company at the Nairobi Securities Exchange (NSE). The bank possesses a rich heritage in banking.Job PurposeThe role holder ensures customer service delivery levels are as per the Bank's prescribed standard, customer satisfaction and retentionKey Responsibilities Receive, verify,...