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Customer Service Team Leader at Jamii Telecommunications
Jamii Telecommunications
September 12, 2026
Full-time
On-site
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.
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.