Industry: Administration & Support Sector
Education Level: Diploma or Bachelor's Degree
Job Schedule: Full-time
Employer: Unspecified
Salary: Kes 80,000 gross per month, inclusive of house allowance
Location: Nairobi, Kenya
Positions: 1
About the Role
We are looking for a dynamic, customer-focused, and results-driven Customer Service Manager to lead our Customer Service team, enhance customer satisfaction, and ensure efficient service delivery.
The successful candidate will oversee daily customer service operations, drive team performance, manage escalated customer concerns, and ensure customers receive timely, professional, and effective support.
Key Responsibilities
- Lead, supervise, and motivate the Customer Service team to achieve performance targets.
- Oversee daily operations, ensuring effective shift planning, staffing, and service coverage.
- Monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and service quality.
- Handle escalated customer complaints and ensure timely resolution.
- Develop and implement strategies to improve customer experience and service delivery.
- Work closely with the Technical, Network Operations, and other departments to resolve service-related issues.
- Ensure accurate reporting, proper documentation, and consistent communication with customers.
- Coach and mentor team members, conduct performance reviews, and identify training needs.
- Establish and maintain customer service standards, procedures, and performance improvement initiatives.
Qualifications and Experience
- Bachelor’s degree or diploma in Business Administration, Customer Service, Communications, or a related field.
- At least 3–5 years of relevant customer service experience, including experience in a supervisory or management role.
- Experience in telecommunications, internet service provision (ISP), or a related technical service environment will be an added advantage.
- Strong leadership, communication, problem-solving, and conflict-resolution skills.
- Demonstrated ability to analyse performance data, prepare reports, and drive team accountability.
- Proficiency in customer service systems, CRM tools, and Microsoft Office applications.
- Ability to work in a full-time, shift-based environment.
What We’re Looking For
We are seeking a proactive leader who can build a high-performing team, strengthen customer relationships, improve operational efficiency, and foster a culture of accountability and continuous improvement.
How to Apply
Interested and qualified candidates are invited to submit their CVs via hr@rokunetworks.ke, using Customer Service Manager as the subject line.
Join Roku Networks and be part of a team committed to delivering reliable connectivity and an exceptional customer experience.
Deadline: 27th October 2026.
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