Customer Service Manager

VSquared Networks is a leading Kenyan internet service provider offering high-speed fiber internet for homes, businesses, and institutions, with a focus on reliability, affordability, and customer satisfaction.

The Customer Service Manager at VSquared Networks will be responsible for overseeing daily customer support operations to ensure a consistently positive client experience. This on-site contract role in Nairobi involves managing customer service representatives, monitoring performance, and resolving escalated issues promptly. The manager will also develop service processes, implement feedback mechanisms, and collaborate with technical and sales teams on service concerns. Additional duties include staff training, maintaining interaction records, and preparing reports for continuous improvement, all aimed at strengthening customer relationships and upholding the company's commitment to quality.

1. Oversee daily customer support operations.
2. Ensure a consistently positive experience for all clients.
3. Manage and supervise customer service representatives.
4. Monitor key performance metrics for the customer service team.
5. Resolve escalated customer issues in a timely and professional manner.
6. Develop and refine existing service processes and procedures.
7. Implement effective customer feedback mechanisms.
8. Coordinate closely with technical and sales teams to address service-related concerns.
9. Provide training and coaching to customer service staff.
10. Maintain accurate records of all customer interactions.
11. Prepare comprehensive reports and insights to drive continuous service improvement.
12. Work to strengthen long-term customer relationships.
13. Uphold VSquared Networks’ commitment to high-quality service and customer satisfaction.

1. Demonstrated experience in customer service leadership or supervision, preferably within the telecommunications or internet service provision sector.
2. Strong proficiency in customer relationship management, conflict resolution, and handling escalated situations with professionalism and empathy.
3. Ability to analyze service performance data, generate reports, and leverage insights to enhance processes and customer outcomes.
4. Competence in team management, staff training, and performance coaching within a dynamic, customer-focused environment.
5. Excellent written and verbal communication skills in English, with Kiswahili proficiency being an added advantage.
6. Familiarity with CRM systems, ticketing tools, and standard office productivity software.
7. Strong organizational skills, meticulous attention to detail, and the capacity to prioritize multiple tasks and meet deadlines.
8. A diploma or degree in Business, Communications, Customer Service Management, or a related field is preferred.
9. Knowledge of fiber internet technology.