Customer Care Supervisor

ABOUT THE COMPANY

iHR (iHuman Resource Consulting Ltd) A Nairobi-based HR consultancy firm since 2014 serving public and private sectors across East Africa. is seeking to recruit a Customer Service Supervisor for a client a leading smart card manufacturer and trusted provider of secure identity and payment solutions.

THE ROLE

The Customer Service Supervisor leads the customer service function by overseeing daily operations managing service delivery performance coaching team members strengthening client relationships and driving continuous improvement to achieve service excellence and customer satisfaction.

KEY RESPONSIBILITIES

Team Leadership & Coaching

Supervise day-to-day customer service operations.

Lead and coach customer service team members.

Conduct performance reviews and coaching sessions.

Promote a culture of professionalism accountability and service excellence.

Service Delivery & Compliance

Monitor service level agreement (SLA) performance and compliance.

Manage customer escalations and complex service issues.

Track team productivity and service quality metrics.

Ensure compliance with company policies and customer commitments.

Support quality assurance and service audits.

Continuous Improvement & Reporting

Prepare customer service performance reports.

Drive continuous improvement initiatives across customer service operations.

Monitor customer satisfaction and implement improvement actions.

Identify service delivery risks and recommend corrective actions.

Cross-Functional Coordination

Coordinate cross-functional resolution of operational issues.

Strengthen long-term customer relationships.

QUALIFICATIONS MEMBERSHIPS & LICENSING

Education:

Bachelors degree or Diploma in Business Administration Customer Service Communications Media Journalism Marketing or a related discipline.

Professional Memberships (Preferred):

Member of the Kenya Institute of Management (KIM) - Advantage

Member of the Chartered Institute of Customer Management (CICM) - Advantage

Member of the Public Relations Society of Kenya (PRSK) - Advantage

Licensing / Certifications (Added Advantage):

Certified Customer Service Professional (CCSP) - Advantage

ISO 9001:2015 Internal Auditor Certificate -Advantage

Certificate in Contact Centre Management - Advantage

CPD certifications in conflict resolution complaint handling or service recovery - Advantage

Experience:

Minimum 35 years in customer service with at least 2 years in a supervisory or team lead role.

Experience working in a tech or manufacturing setting with banks as main client will be an added advantage.

Skills & Competencies:

Strong supervisory skills ability to lead motivate and hold a team accountable.

Proficiency in CRM software with ticketing system (e.g. Zendesk Freshdesk Salesforce Service Cloud or similar) mandatory.

Strong attention to detail.

Impeccable communication skills (verbal and written).

Computer literacy (MS Office reporting tools).

Problem-solving and cross-functional coordination abilities.