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Customer Service Specialist - Fixed-Term Contract at Technology Innovation Agency
Technology Innovation Agency
September 09, 2026
Full-time
On-site
Job Purpose
Oversees the daily operations of a customer service center, ensuring customers receive efficient, professional, and high-quality support while meeting organisational performance goals.
Duration of Contract: Six (6) months.
Minimum Requirements
Qualifications
A National Diploma in Business Administration, Customer Service or equivalent.
Preferably a Bachelor's degree in business administration, Customer Service or equivalent.
Work Experience
A minimum of 5 years' working experience within Call Centre Management/ Business Administration and Customer Relations Management
Preferably 5-10 years' working experience within Call Centre Management/Business Administration and Customer Relations Management.
Soft Skills
Leadership and people management
Customer relationship Management
Conflict resolution
Performance management
Data analysis and reporting
Process improvement
Workforce planning
Coaching and mentoring
Decision-making
Time management
Technical Skills
Project Management Skills
Advanced computer literacy skills
Analytical and interpretation skills
Financial Management Skills
SAGE CRM
Job Knowledge
Customer Relationship management SOP
PFMA
Investment process management
Financial and non-financial support
Business process management
Duties and Responsibilities
FINANCIAL PERSPECTIVE
Financial Management
Provide input and assistance in the preparation of the budgets and forecasts for the unit.
Provide input in compiling the Monthly report on the budget spent for the unit.
STAKEHOLDER PERSPECTIVE
Stakeholder Management
Manage the day-to-day operations of the customer service center.
Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
Supervise, train, and develop customer service representatives and team leaders.
Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
Provide management reports based on the operations of the centre
INTERNAL PROCESSES
Management of the Customer Service Centre
Manage the day-to-day operations of the customer service center.
Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
Supervise, train, and develop customer service representatives and team leaders.
Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
Governance and compliance
Comply with all TIA's policies, frameworks, guidelines, and systems (performance management, HR, finance, Stakeholder information, CRM, fund management, reporting etc.)
Adherence to all relevant policies and frameworks.
Provide audit trail and risk mitigations employed for all cases logged.
Manage the customer relationship management SOP and compliance.
Improved processes
Analyse performance reports and identify opportunities for improvement.
Collaborate with other BU's to address customer concerns to improve customer experience.
Continuous improvement of the SOP for effectiveness, flexibility and responsiveness to customers.
LEARNING AND GROWTH
Performance Management
KPA's are understood and achieved as agreed upon in the Performance agreement.
Review performance against agreed performance standards.
Live the values and culture of TIA.
Competency development
Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency.
Deadline:18th September,2026
Oversees the daily operations of a customer service center, ensuring customers receive efficient, professional, and high-quality support while meeting organisational performance goals.
Duration of Contract: Six (6) months.
Minimum Requirements
Qualifications
A National Diploma in Business Administration, Customer Service or equivalent.
Preferably a Bachelor's degree in business administration, Customer Service or equivalent.
Work Experience
A minimum of 5 years' working experience within Call Centre Management/ Business Administration and Customer Relations Management
Preferably 5-10 years' working experience within Call Centre Management/Business Administration and Customer Relations Management.
Soft Skills
Leadership and people management
Customer relationship Management
Conflict resolution
Performance management
Data analysis and reporting
Process improvement
Workforce planning
Coaching and mentoring
Decision-making
Time management
Technical Skills
Project Management Skills
Advanced computer literacy skills
Analytical and interpretation skills
Financial Management Skills
SAGE CRM
Job Knowledge
Customer Relationship management SOP
PFMA
Investment process management
Financial and non-financial support
Business process management
Duties and Responsibilities
FINANCIAL PERSPECTIVE
Financial Management
Provide input and assistance in the preparation of the budgets and forecasts for the unit.
Provide input in compiling the Monthly report on the budget spent for the unit.
STAKEHOLDER PERSPECTIVE
Stakeholder Management
Manage the day-to-day operations of the customer service center.
Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
Supervise, train, and develop customer service representatives and team leaders.
Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
Provide management reports based on the operations of the centre
INTERNAL PROCESSES
Management of the Customer Service Centre
Manage the day-to-day operations of the customer service center.
Provide proactive case resolution and first line support including responses to all logged cases before escalation to business.
Troubleshoot all cases according to case type and severity for solution to be provided before escalation.
Supervise, train, and develop customer service representatives and team leaders.
Monitor service levels, productivity, quality standards, and customer satisfaction metrics.
Governance and compliance
Comply with all TIA's policies, frameworks, guidelines, and systems (performance management, HR, finance, Stakeholder information, CRM, fund management, reporting etc.)
Adherence to all relevant policies and frameworks.
Provide audit trail and risk mitigations employed for all cases logged.
Manage the customer relationship management SOP and compliance.
Improved processes
Analyse performance reports and identify opportunities for improvement.
Collaborate with other BU's to address customer concerns to improve customer experience.
Continuous improvement of the SOP for effectiveness, flexibility and responsiveness to customers.
LEARNING AND GROWTH
Performance Management
KPA's are understood and achieved as agreed upon in the Performance agreement.
Review performance against agreed performance standards.
Live the values and culture of TIA.
Competency development
Identify and implement development opportunities to ensure continuous improvement of work effectiveness and efficiency.
Deadline:18th September,2026