Customer Service Supervisor

4 days ago

Nairobi, Nairobi Area, Kenya SunCulture Full time

Position: Customer Service Supervisor

Reporting to: Head of Customer Service

Location: Nairobi

Role type: Full-Time

About SunCulture
Founded in 2012, SunCulture's Vision is to build a world where people take control of their environment in rewarding and sustainable ways. SunCulture does this by developing and commercializing life-changing technology that solves the biggest daily challenges for the world's 570 million smallholder farming households. We are the largest distributor of solar water pumps / solar irrigation for smallholder farmers in Africa and were selected by Fast Company as one of the World's Most Innovative Companies in 2021. Here is a good explainer video recently made by CNBC. Over the last 5 years the company has grown significantly and now employs 400+ people around the world.

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).
  • 5 years of experience in Customer Service, including a minimum of 3 years in a supervisory or managerial role within a call center or 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.

Interested?

Please apply online via this job portal. We respond to all candidates; however, only shortlisted candidates will be interviewed.

Please Note

SunCulture is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

  • Shop Supervisor

    1 week ago

    Nairobi, Nairobi Area, Kenya THE MANPOWER COMPANY Full time 900,000 - 1,200,000 per year

    SHARE WITH YOUR NETWORK We're Hiring: Shop Supervisor Deadline: 20th SeptemberAre you an experienced leader with a passion for sales, customer service, and team management? We're looking for a Shop Supervisor to oversee daily shop operations, drive sales growth, and ensure every customer walks away satisfied.What You'll Do: Lead and motivate shop...

  • Operations Supervisor

    6 days ago

    Nairobi, Nairobi Area, Kenya Securex Agencies Ltd Full time 900,000 - 1,200,000 per year

    Job SummaryWe are seeking to recruit an operations Supervisor who will be responsible to supervise daily security operations, manage security personnel, and ensure the safety and protection of client's assets and premises. The Operations Supervisor will also ensures compliance with safety procedures, incident response, and high standards of vigilance.Main...

  • Customer Service Support

    6 days ago

    Nairobi, Nairobi Area, Kenya Dev Centre House Ireland Full time 90,000 - 120,000 per year

    Company DescriptionDev Centre House helps enterprise clients transform their businesses digitally by providing expert software engineering services. Our teams have built software products used by millions of people. We are a highly motivated team of software people who believe that passion for work can impact the world through excellent code and beautiful...

  • Customer Service Specialist

    1 week ago

    Nairobi, Nairobi Area, Kenya JIbu Kiambu Full time 300,000 - 600,000 per year

    Company DescriptionJibu Ruaka is a water purification organization that provides clean and purified water to different clients within the region of Ruaka.Role DescriptionThis is a full-time on-site role for a Customer Service specialist at Jibu Ruaka located along Limuru Road opposite Club Decimo in Nairobi County, Kenya. Working hours will be between 8.30am...

  • Customer Service Specialist

    6 days ago

    Nairobi, Nairobi Area, Kenya JIbu Kiambu Full time 144,000 - 360,000 per year

    Company DescriptionJibu Lavington is a water purification organization that provides clean and purified water to different clients within the region of Lavington.Role DescriptionThis is a full-time on-site role for a Customer Service specialist at Jibu Lavington located along Ngong Road opposite Posta in Nairobi County, Kenya. Working hours will be between...

  • Customer Service Executive

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Bridge Talent Management Full time 1,200,000 - 2,400,000 per year

    We are seeking a dedicated and empathetic Customer Service Executive to join our team and provide exceptional support to our riders and drivers. This individual will be the first point of contact for customers experiencing issues or needing assistance via both chat and phone calls. You will play a key role in ensuring that customer concerns are addressed...

  • Customer Service Representative

    6 days ago

    Nairobi, Nairobi Area, Kenya Solvo Global Full time

    Bilingual Customer Service Representative (English/French)We are looking for aBilingual Customer Service Representativeto join our team and provide excellent support to international clients.The ideal candidate is fluent inEnglish and French, has strong communication skills, and is passionate about helping customers.Responsibilities:Handle customer inquiries...

  • Customer Service Manager

    20 hours ago

    Nairobi, Nairobi Area, Kenya Givva Wealthtech Limited Full time 900,000 - 1,200,000 per year

    Company DescriptionGivva Wealthtech Limited, a social enterprise incorporated in Kenya, builds wealthy, genuine communities. We are a wealth technology company that empowers communities to shape their own destiny, foster trust, and maximize their potential through technology and financial information. We conduct various trainings on financial freedom and...

  • Customer Service Representative

    1 week ago

    Nairobi, Nairobi Area, Kenya Solvo Global Full time 1,200,000 - 2,400,000 per year

    As a Customer Service Representative at Sephora, you will play a vital role in delivering an exceptional customer experience. Driven by our Passion for People, you will provide client support via chat, assisting with client inquiries, troubleshooting, and general support. Your strong communication skills, positive attitude, and commitment to client...

  • Customer Service Representative

    6 days ago

    Nairobi, Nairobi Area, Kenya StreamPrime Full time £18,000 - £30,000 per year

    Company:StreamPrimeLocation:Remote (Positions available for candidates in East Africa only)Job Type:Full-timeAbout StreamPrimeStreamPrime is revolutionising the world of entertainment. We are a premier, all-in-one digital platform offering an unparalleled collection of content to over 14 million subscribers globally. Our mission is to eliminate the need for...