Our client is an internet service
provider whose main aim is to provide affordable and reliable internet
solutions to rural and unconnected communities thus bridging the digital
divide. They seek to hire an efficient and effective Customer Service Manager
who will ensure the delivery of world-class, professional customer service to
their customers and foster high-quality front line service.
Salary: Competitive Based on Experience
Monitor, intervene, measure and track
service provision performance both per individual and as a team
Monitor both inbound and outbound
call volumes and the quality of calls.
Ensuring briefings are held with the
customer service team to share service delivery expectations
Ensure daily, weekly and monthly
reporting on inbound and outbound calls and performance against KPIs
Manage and handle escalated issues
related to customer complaints and retention calls, emerging issues on the
floor, major system outages for follow-through and feedback to front office
Provide effective management of all
escalated issues, document recommendations and ensure implementation leads to
Consolidate and validate training and
development requirements the customer service team
Continuously coach and mentor the
Hold one-on-one discussions with team
members to enable focus on individual issues that affect performance
Manage staff disciplinary issues
where coaching and training have failed to achieve the desired increase in
Document all absences and ensure
records are updated on available systems
Drive a customer-centric culture
across the organization
Monitor, track and report on the
viability of work resources, working systems and workstations
Ensure that operations are within the
An undergraduate degree preferably in
Business or Social Sciences.
At least 5 years’ experience in a
customer service environment, 3 of which should be at a supervisory level.
Excellent written and verbal
Excellent interpersonal skills.
confident, energetic and able to work under pressure with a positive attitude
Must have good problem solving and
analytical skills as well as decision-making abilities
Must have good leadership and
supervisory skills coupled with hands-on experience in mentoring and coaching
Good organization and planning skills
Good report writing and presentation
How to Apply
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