Customer Service Lead
2025-05-20T13:14:16+00:00
Greenspoon Kenya
https://cdn.greatkenyanjobs.com/jsjobsdata/data/employer/comp_5936/logo/greenspoon.jpg
https://greenspoon.co.ke/
FULL_TIME
Nairobi
Nairobi
00100
Kenya
Internet
Customer Service
2025-06-04T17:00:00+00:00
Kenya
8
Customer Service Lead at Greenspoon
-
Posted: May 20, 2025
- Deadline: Not specified
- Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact usGreenspoon is Kenya's first and only online store for conscious consumers. The company specializes in connecting customers with the source of their products and is underpinned by a philosophy that conscious consumerism can help diminish the effects of climate change, and that through changing the way humans consume we will be able to achieve lasting change.
Key responsibilities
- Lead the day-to-day operations of our customer service team, ensuring quick response times, empathetic conversations, and high-quality resolutions
- Coach and mentor a team of customer service agents across phone, WhatsApp, and email
- Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
- Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
- Be a customer advocate across the business - collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
- Design and implement internal processes to improve how the team operates and responds to customer issues
- Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
- Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
- Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction
You will love this role if you…
- Believe that customer service is a strategic pillar of business, not a back office
- Are energized by solving problems and helping others succeed
- Are a people person who builds trust quickly and communicates with warmth and clarity
- Thrive in a fast-paced environment and enjoy bringing structure to chaos
- Enjoy working collaboratively across teams and functions
- Have a bias for action, a positive attitude, and a strong sense of accountability
- Are calm under pressure and know how to manage high volumes without compromising quality
- Are always asking: how can we do this better next time?
Minimum requirements
- 5+ years of customer service experience, with at least 2 years in a leadership or team lead role
- Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
- Clear communication skills in both English and Kiswahili, spoken and written
- Strong organizational, problem solving and process improvement skills
- Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
- Ability to use CRM tools, spreadsheets, and reporting tools
- Experience in eCommerce, logistics, or fast-moving environments is a strong advantage
Lead the day-to-day operations of our customer service team, ensuring quick response times, empathetic conversations, and high-quality resolutions Coach and mentor a team of customer service agents across phone, WhatsApp, and email Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions Be a customer advocate across the business - collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience Design and implement internal processes to improve how the team operates and responds to customer issues Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction
Strong organizational, problem solving and process improvement skills Clear communication skills in both English and Kiswahili, spoken and written
5+ years of customer service experience, with at least 2 years in a leadership or team lead role Experience managing multi-channel customer service (phone, WhatsApp, email, chat) Clear communication skills in both English and Kiswahili, spoken and written Strong organizational, problem solving and process improvement skills Customer-first mindset, with a proven track record of resolving issues and driving satisfaction Ability to use CRM tools, spreadsheets, and reporting tools Experience in eCommerce, logistics, or fast-moving environments is a strong advantage
JOB-682c8028c9460
Vacancy title:
Customer Service Lead
[Type: FULL_TIME, Industry: Internet, Category: Customer Service]
Jobs at:
Greenspoon Kenya
Deadline of this Job:
Wednesday, June 4 2025
Duty Station:
Nairobi | Nairobi | Kenya
Summary
Date Posted: Tuesday, May 20 2025, Base Salary: Not Disclosed
Similar Jobs in Kenya
Learn more about Greenspoon Kenya
Greenspoon Kenya jobs in Kenya
JOB DETAILS:
Customer Service Lead at Greenspoon
-
Posted: May 20, 2025
- Deadline: Not specified
- Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact usGreenspoon is Kenya's first and only online store for conscious consumers. The company specializes in connecting customers with the source of their products and is underpinned by a philosophy that conscious consumerism can help diminish the effects of climate change, and that through changing the way humans consume we will be able to achieve lasting change.
Key responsibilities
- Lead the day-to-day operations of our customer service team, ensuring quick response times, empathetic conversations, and high-quality resolutions
- Coach and mentor a team of customer service agents across phone, WhatsApp, and email
- Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
- Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
- Be a customer advocate across the business - collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
- Design and implement internal processes to improve how the team operates and responds to customer issues
- Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
- Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
- Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction
You will love this role if you…
- Believe that customer service is a strategic pillar of business, not a back office
- Are energized by solving problems and helping others succeed
- Are a people person who builds trust quickly and communicates with warmth and clarity
- Thrive in a fast-paced environment and enjoy bringing structure to chaos
- Enjoy working collaboratively across teams and functions
- Have a bias for action, a positive attitude, and a strong sense of accountability
- Are calm under pressure and know how to manage high volumes without compromising quality
- Are always asking: how can we do this better next time?
Minimum requirements
- 5+ years of customer service experience, with at least 2 years in a leadership or team lead role
- Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
- Clear communication skills in both English and Kiswahili, spoken and written
- Strong organizational, problem solving and process improvement skills
- Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
- Ability to use CRM tools, spreadsheets, and reporting tools
- Experience in eCommerce, logistics, or fast-moving environments is a strong advantage
Work Hours: 8
Experience in Months: 60
Level of Education: bachelor degree
Job application procedure
Method of Application
If this sounds like you, please email us at hr@greenspoon.co.ke with your CV, cover letter and your salary expectations.
All Jobs | QUICK ALERT SUBSCRIPTION
