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