Customer Service Team Leader

Jamii Telecommunications Limited (JTL) is a Kenyan telecommunications company founded in 1986. Based in Nairobi, JTL specializes in providing technology and information technology services, including internet and mobile services.

The Customer Service Team Leader will be responsible for providing frontline leadership and coaching to the customer service team. This role involves overseeing daily operations, handling escalated customer complaints, and coordinating with relevant departments to ensure prompt resolution of customer issues. The Team Leader will ensure that all customer interactions meet high service standards and adhere to established Service Level Agreements (SLAs).

1. Supervise the day-to-day activities of Customer Service Representatives.
2. Ensure all customer enquiries, requests, and complaints are handled professionally and within agreed SLAs.
3. Monitor individual and team performance against agreed Key Performance Indicators (KPIs) and SLAs.
4. Conduct regular coaching and feedback sessions with team members.
5. Take ownership of customer complaints escalated by Customer Service Representatives.
6. Support customers with issues related to internet/fibre services, mobile services, installations, billing, accounts, service faults, and connectivity.
7. Monitor the quality of customer interactions and ensure adherence to approved procedures.
8. Prepare and submit regular team performance reports to the Head of Department.
9. Ensure the team adheres to approved Customer Service policies, Standard Operating Procedures (SOPs), and processes.

1. Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management, or a related field.
2. Professional qualification in Customer Experience, Contact Centre Management, or a related discipline is an added advantage.
3. 5–7 years of relevant experience in Customer Care, Contact Centre Operations, or Customer Experience.
4. At least 2–3 years of experience in a supervisory or team management role.
5. Experience in the telecommunications, ICT, ISP, utilities, or other high-volume customer service environment is preferred.
6. Demonstrated experience managing customer service KPIs, SLAs, complaints, and escalations.
7. Proven experience in managing and developing customer-facing teams.