Background

Jamii Telecommunications Limited (JTL) is a privately owned Kenyan telecommunication service provider offering broadband and mobile services under the "FAIBA" brand.

Job Responsibilities

• Supervise the day-to-day activities of Customer Service Representatives.
• Ensure that customer enquiries, requests and complaints are handled professionally and within the agreed SLAs.
• Monitor individual and team performance against agreed KPIs and SLAs.
• Conduct regular coaching and feedback sessions with team members.
• Take ownership of customer complaints escalated by Customer Service Representatives.
• Support customers with issues relating to internet/fibre services, mobile services, installations, billing, accounts, service faults and connectivity, as applicable.
• Monitor the quality of customer interactions and adherence to approved procedures.
• Prepare and submit regular team performance reports to the Head of Department.
• Ensure team adherence to approved Customer Service policies, SOPs and processes.

Role Qualifications

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

• Supervise the day-to-day activities of Customer Service Representatives.
• Ensure that customer enquiries, requests and complaints are handled professionally and within the agreed SLAs.
• Monitor individual and team performance against agreed KPIs and SLAs.
• Conduct regular coaching and feedback sessions with team members.
• Take ownership of customer complaints escalated by Customer Service Representatives.
• Support customers with issues relating to internet/fibre services, mobile services, installations, billing, accounts, service faults and connectivity, as applicable.
• Monitor the quality of customer interactions and adherence to approved procedures.
• Prepare and submit regular team performance reports to the Head of Department.
• Ensure team adherence to approved Customer Service policies, SOPs and processes.

• Customer service management
• Team supervision
• Performance monitoring
• Coaching and feedback
• Complaint resolution
• Customer support
• Quality assurance
• Report preparation
• Adherence to policies and procedures

• Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management or a related field.
• Professional qualification in Customer Experience, Contact Centre Management or a related discipline is an added advantage.