Customer Service Job in Kenya

Position: Customer Service Team Leader

Location: Nairobi, Kenya

Job Description

The ideal candidate should have a background in online financial
services, confident and a capable leader with problem-solving ability in a
highly regulated fast-paced business. The successful candidate will report to
the Head of Operations and Customer Service in the UK office.


  • Daily performance planning and
    management meeting with the UK team

  • Quality calibration and action
    planning with UK-based quality control manager

  • Appraisals and performance
    management of the Nairobi team.

  • Participation in continuous
    improvement process organised across global teams.

  • Contact centre business
    continuity and disaster recovery planning and delivery

  • Liaison with the outsourced HR
    support and outsource desktop support teams.

  • Responsible for recruitment in
    line with budgeted headcount requirements

  • Development and training of staff

  • Ensuring correct payroll and
    leave settlements for the team

  • Taking and resolving escalated


  • 5 years of progressive
    experience in customer service team leadership preferably in a fintech

  • Demonstrated ability to work, manage,
    and meet competing deadlines in a fast-paced environment

  • Demonstrated success in
    supporting team members and senior management

  • Must have a proven track-record
    of proactively identifying, communicating potential problems and proposing

  • Bachelors degree in a
    business-related course

  • Demonstrated commitment to
    staff training and development

  • High level of interpersonal

  • Fast thinking, proactive and
    confident working unsupervised using own initiative.

  • Have strong people management
    skills and be able to demonstrate experience in this area.

  • Ability to carry out
    responsibilities independently with minimal technical support

  • Proficiency in Microsoft office

  • Excellent communication skills.

  • Have a passion for accuracy and
    clarity of thought.

How To Apply

Candidates interested in the position are invited to forward
detailed CV, and cover letter to [email protected] 
not later than Tuesday, 7th July

The email subject should be “Customer Service Team Leader.

Only shortlisted applicants will be contacted for interview.

Incoming search terms:

Sharing is Caring!
Click Here to Leave a Comment Below 0 comments