Customer Service Lead – Internet Service Provider

4 days ago

Nairobi, Nairobi Area, Kenya Bridge Talent Management Full time 900,000 - 1,200,000 per year

Job Summary

We are seeking a Customer Service Lead to serve as the backbone of exceptional service delivery bridging the gap between frontline staff and senior management. This role is responsible for overseeing the daily operations of our customer service teams while ensuring consistent, top-tier customer support.

Key Responsibilities
  • Collaborate with the Customer Service Team to achieve defined business objectives.
  • Manage the customer service function as a benchmark of excellence across the organization.
  • Drive retention KPIs, including customer loyalty, subscription revenue, and churn prevention.
  • Manage customer accounts to ensure satisfaction, conversion of new product demand, and prevention of downgrades.
  • Monitor customer profiles and market dynamics to proactively meet and exceed customer needs.
  • Analyse lifecycle trends, competitor activities, and market forces to recommend effective customer retention strategies.
  • Oversee the Contact Centre to deliver seamless, one-stop client support.
  • Provide effective aftersales support (0–3 months post-activation) to maximize CSAT, CES, and NPS KPIs.
  • Track and resolve customer complaints, requests, and inquiries in a timely manner while providing management feedback on recurring issues.
  • Ensure compliance with company policies, procedures, and ICT regulations to achieve operational excellence and satisfactory audit ratings.
  • Contribute to product development through continuous customer feedback.
  • Promote knowledge-sharing, best practices, and team development to enhance service delivery.
Requirements
Qualifications & Experience
  • Diploma in Business Administration, Management, or a related discipline.
  • Proficiency in Microsoft Office Applications.
  • Minimum of 3 years' experience in a similar role within a busy work environment.
  • Experience in handling technical support for internal systems and customer devices.
  • Strong background in analyzing reports and technical procedures.
Key Skills & Competencies
  • Strong interpersonal, communication (written & verbal), and customer-facing skills.
  • Excellent organizational skills with great attention to detail.
  • Ability to manage multiple priorities and perform well under pressure.
  • Flexible, adaptable, and willing to learn.
  • Strong work ethics, professionalism, and ability to work independently or as part of a team.
  • Ability to manage stressful conditions and maintain composure.

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