Customer Service Supervisor

2 weeks 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.

  • Pantry Services Supervisor

    5 days ago

    Nairobi, Nairobi Area, Kenya ADEL GROUP - KENYA Full time 12,000 - 30,000 per year

    We are seeking a qualified and experienced Pantry Services Supervisor for our client in Qatar to oversee and coordinate daily beverage and pantry operations. The ideal candidate will have strong leadership skills and a commitment to maintaining high service standards.Position: Pantry Services SupervisorSalary: QAR 1,300Experience: Minimum 3 years in a...

  • Customer Service

    2 weeks ago

    Nairobi, Nairobi Area, Kenya Antal Full time 1,200,000 - 3,600,000 per year

    Job briefGENERAL DUTIES OF THE FUNCTIONA global leader in the distribution of plastics and chemicals with multiple subsidiaries worldwide is looking for a Customer Service Representative. He/she is the contact for each client, he/she manages the client relationship (management of orders, contracts, disputes) and ensures that margins linked to contracts and...

  • Restaurant Supervisor

    2 weeks ago

    Nairobi, Nairobi Area, Kenya PHINA Full time 30,000 - 40,000 per year

    Reports to: Restaurant ManagerLocation: Thika RoadJob Type: Full-timeSalary Range: 30K - 40KSummary:Our client is seeking to recruit highly motivated and experienced Restaurant Supervisors to join their dynamic team. As a Restaurant Supervisor, you will be responsible for overseeing daily operations, ensuring exceptional customer service, and driving sales...

  • Security Supervisor

    5 days ago

    Nairobi, Nairobi Area, Kenya Skylartech Training Solutions Full time 40,000 - 80,000 per year

    Company DescriptionSkylartech Training Solutions is a dynamic SME specializing in project management consulting and technology. As an Authorized Training Partner (ATP) of the Project Management Institute (PMI), we offer globally recognized certification programs. We empower professionals and institutions across Africa to deliver sustainable, value-driven...

  • Customer Service Officer

    3 days ago

    Nairobi, Nairobi Area, Kenya Hillspan Insurance Brokers Full time 600,000 - 1,200,000 per year

    Company DescriptionHillspan Insurance Brokers Ltd is a fully fledged insurance brokerage and leading provider of insurance and risk management solutions. Our dynamic team of insurance professionals is committed to offering innovative and cutting-edge solutions that revolutionize the traditional insurance broking landscape. We focus on delivering exceptional...

  • Customer Service Support

    2 weeks 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 Executive

    2 days ago

    Nairobi, Nairobi Area, Kenya Bridge Talent Management Full time 300,000 - 600,000 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

    2 weeks 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

    7 days 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...

  • Cleaning Supervisor

    5 days ago

    Nairobi, Nairobi Area, Kenya ADEL GROUP - KENYA Full time 13,000 - 18,000 per year

    We are seeking a reliable and experienced Cleaning Supervisor to manage and oversee housekeeping and cleaning operations. The ideal candidate will have a strong background in hospitality or facility management and the ability to lead a team effectively while maintaining high cleanliness standards.Position: Cleaning SupervisorQualification: Diploma in Hotel /...