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.

Requirements

QUALIFICATIONS, MEMBERSHIPS
& LICENSING

Education:

·         Bachelor’s
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 3–5
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.

Benefits