Telecommunication Head of Customer Service Job in Nairobi, Kenya (200K) March 2016


Career opportunity:Telecommunication Head of Customer Service  in Nairobi, Kenya (200K)

Job vacancy:Telecommunication Head of Customer Service  in Nairobi, Kenya (200K)

Job Title: Telecommunication Head of Customer Service
Industry: Telecommunications
Location: Nairobi
Salary: 150K – 200K

Our Client is a telecommunication company with a vision to enable affordable mass market voice and data communications by providing affordable access to content and the Internet to low income members of society. 

They are looking to hire a passionate and dynamic Head of Customer Service who will be responsible for the overall successful formulation and delivery of the Customer Service strategy for the company.


Key Responsibilities
  • Creation & Approval of the Customer Service Plan for each financial year
  • Successful Execution of the approved Customer Service Plan
  • Successful Management and overall performance of the Customer Service Team
  • Responsible for realizing the customer care KPIs of the company
  • Supports the General Manager operations with the rest of the team to develop and realize the strategy for the business
  • Act as liaison between the local team (customer care) and the COO in the UK
  • Manage the direct reports; act as first level of escalation. Assist in solving issues on a process or priority level
  • Efficiently manage the partners (outsourced HR partner)
  • Plan the team to ensure 24/7/365 monitoring of the customer care KPIs
  • Ensure trouble tickets within domain are solved within KPIs and that structural improvements are implemented
  • Review team output, align where needed
  • Identify learning requirements within team and act upon those
  • Assist in enabling and empowering the team to get the work done
  • Ensure compliance with established standard policies and procedures
  • Help set up and improve workflow processes when and where needed
  • Manage external vendors and agency partners as needed
Education & Desired Key Skills & Competencies:
  • Bachelor’s Degree  in Engineering or any other related field
  • 3 – 5 years’ experience in customer service roles
  • Internet  and/or ISP experience is a MUST, telecommunications will be an added advantage
  • Excellent knowledge of customer support tools
  • Excellent (project) management and organizational skills
  • Operational and customer service management expertise
  • Must understand start up culture and specifics, experience working within early stage start up organizations will be an added advantage
  • Excellent written and verbal communication skills
  • Ability to prioritize and balance multiple projects simultaneously
  • Comfortable with web-based trouble ticketing tools and collaboration technologies
  • Team leader and good people manager
  • Passion for customer delight
  • Getting things done
  • Consistency in quality of look and feel, tone of voice
  • Results driven, hands-on, proactive & able to work autonomously
  • Enjoys transferring knowledge to the team, enabling their performance improvement
  • Ability to work in a fast-paced environment
  • Must enjoy working under pressure, with challenging timelines and targets
  • Capable of delivering against KPIs
  • Problem solving attitude
  • Flexible, change embracing in rapidly evolving work and market environment
  • Ability to relate to and work with a wide variety of stakeholders
If you are up to the challenge, posses the necessary qualification and experience, please send your CV only quoting the job title on the email subject (Telecommunication Head of Customer Service) to on or before Wednesday 6th April, 2016.

Kindly indicate current/last salary on your CV

N.B: We do not charge any fee for receiving your CV or for interviewing
Only candidates short-listed for interview will be contacted.
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