Customer Care Supervisor

ABOUT THE COMPANY

iHR (iHuman Resource Consulting Ltd) – A Nairobi-based HRconsultancy firm since 2014, serving public and private sectors across EastAfrica. is seeking to recruit a CustomerService Supervisor for a client, a leading smart card manufacturer andtrusted provider of secure identity and payment solutions.

THE ROLE

The Customer Service Supervisor leads thecustomer service function by overseeing daily operations, managing servicedelivery performance, coaching team members, strengthening clientrelationships, and driving continuous improvement to achieve service excellenceand customer satisfaction.

KEY RESPONSIBILITIES

Team Leadership & Coaching

·         Superviseday-to-day customer service operations.

·         Lead and coachcustomer service team members.

·         Conductperformance reviews and coaching sessions.

·         Promote aculture of professionalism, accountability, and service excellence.

Service Delivery & Compliance

·         Monitorservice level agreement (SLA) performance and compliance.

·         Managecustomer escalations and complex service issues.

·         Track teamproductivity and service quality metrics.

·         Ensurecompliance with company policies and customer commitments.

·         Supportquality assurance and service audits.

Continuous Improvement & Reporting

·         Preparecustomer service performance reports.

·         Drivecontinuous improvement initiatives across customer service operations.

·         Monitorcustomer satisfaction and implement improvement actions.

·         Identifyservice delivery risks and recommend corrective actions.

Cross-Functional Coordination

·         Coordinatecross-functional resolution of operational issues.

·         Strengthenlong-term customer relationships.

Requirements

QUALIFICATIONS, MEMBERSHIPS& LICENSING

Education:

·         Bachelor'sdegree or Diploma in Business Administration, Customer Service, Communications,Media, Journalism, Marketing, or a related discipline.

Professional Memberships (Preferred):

·         Member of theKenya Institute of Management (KIM) - Advantage

·         Member of theChartered Institute of Customer Management (CICM) - Advantage

·         Member of thePublic Relations Society of Kenya (PRSK) - Advantage

Licensing / Certifications (Added Advantage):

·         CertifiedCustomer Service Professional (CCSP) - Advantage

·         ISO 9001:2015Internal Auditor Certificate -Advantage

·         Certificatein Contact Centre Management - Advantage

·         CPDcertifications in conflict resolution, complaint handling, or service recovery- Advantage

Experience:

·         Minimum 3–5years in customer service, with at least 2 years in a supervisory orteam lead role.

·         Experienceworking in a tech or manufacturing setting with banks as main client will be anadded advantage.

Skills & Competencies:

·         Strongsupervisory skills – ability to lead, motivate, and hold a team accountable.

·         Proficiencyin CRM software with ticketing system (e.g., Zendesk, Freshdesk,Salesforce Service Cloud, or similar) – mandatory.

·         Strongattention to detail.

·         Impeccablecommunication skills (verbal and written).

·         Computerliteracy (MS Office, reporting tools).

·         Problem-solvingand cross-functional coordination abilities.

Benefits