Customer Service Team Leader
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Industry ICT / Telecommunication Founded N / A Type Private Website https://jtl.co.ke/ Address
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Job Responsibilities
- Supervise the day-to-day activities of Customer Service Representatives.
- Ensure that customer enquiries, requests and complaints are handled professionally and within the agreed SLAs.
- Monitor individual and team performance against agreed KPIs and SLAs.
- Conduct regular coaching and feedback sessions with team members.
- Take ownership of customer complaints escalated by Customer Service Representatives.
- Support customers with issues relating to internet/fibre services, mobile services, installations, billing, accounts, service faults and connectivity, as applicable.
- Monitor the quality of customer interactions and adherence to approved procedures.
- Prepare and submit regular team performance reports to the Head of Department.
- Ensure team adherence to approved Customer Service policies, SOPs and processes.
Role Qualifications
- Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management or a related field.
- Professional qualification in Customer Experience, Contact Centre Management or a related discipline is an added advantage.
- 5–7 years' relevant experience in Customer Care, Contact Centre Operations or Customer Experience.
- At least 2–3 years' experience in a supervisory or team management role.
- Experience in the telecommunications, ICT, ISP, utilities or other high-volume customer service environment would be preferred.
- Demonstrated experience managing customer service KPIs, SLAs, complaints and escalations.
- Experience managing and developing customer-facing teams.