Customer Service Manager

Role Description

• The Customer Service Manager is responsible for overseeing day-to-day customer support operations and ensuring a consistently positive client experience. This contract, on-site role based in Nairobi County, Kenya includes managing customer service representatives, monitoring performance metrics, and resolving escalated issues in a timely and professional manner.
• The manager will develop and refine service processes, implement customer feedback mechanisms, and coordinate closely with technical and sales teams to address service-related concerns. Additional responsibilities include training and coaching staff, maintaining accurate records of customer interactions, and preparing reports and insights to support continuous improvement.
• The person in this role will help strengthen long-term customer relationships and uphold VSquared Networks’ commitment to quality and satisfaction.

Qualifications

• Proven experience in customer service leadership or supervision, preferably in telecoms or internet service provision.
• Strong skills in customer relationship management, conflict resolution, and handling escalations with professionalism and empathy.
• Ability to analyze service performance data, prepare reports, and use insights to improve processes and customer outcomes.
• Competence in team management, staff training, and performance coaching in a fast-paced, customer-focused environment.
• Excellent written and verbal communication skills in English; proficiency in Kiswahili is an advantage.
• Comfort with CRM systems, ticketing tools, and standard office productivity software.
• Strong organizational skills, attention to detail, and ability to prioritize multiple tasks and deadlines.
• Diploma or degree in Business, Communications, Customer Service Management, or a related field is preferred.
• Knowledge of fiber internet