Assistant Customer Service Manager.

Our client a credit only Micro-Finance Company licensed in Kenya under the Company’s Act is looking for Assistant Customer Service Manager. The successful candidates must have at least 2 years’ experience in a similar role in a financial institution with familiarity with the call centre operations.

Key Responsibilities:

  • Strengthen customer service capabilities by developing, updating and enforcing Customer Service standards, procedures and policies within the organization.
  • Continuously supervise, train and mentor customer service staff on Customer service best
  • Effective floor and queue management using provided tools and systems
  • Resolve escalated and complex customer issues on-time.
  • Build customer relations by interacting with customers on telephone, email, letter or face-to-face.
  • Implement and practice the principles of the Quality Management System in daily job activities.
  • Deliver regular reports on the company’s performance on customer satisfaction.
  • Collection and documentation of all customer feedback obtained through interactions.
  • Reviewing team performance regularly against set customer satisfaction goals, to ensure optimal output.


  • Must have a bachelor’s Degree in Business-related field from a recognized University (Min – 2nd class upper or equivalent).
  • A professional course in Customer service will be an added advantage.
  • Must have a minimum of 2 years’ experience a similar role, preferably in a financial institution with familiarity to the call centre operations.
  • Excellent Customer Service/Communication Skills.
  • Strong interpersonal skills & Leadership Skills.
  • Time management skills.
  • Excellent problem-solving skills.

Please click on the tab below to apply:

  • Education:Bachelor’s.
  • Job Type:Permanent.
  • Location:Nairobi, Kenya.
  • Career Level:Junior Level.
  • Salary:Monthly Gross Salary: Kshs. 60,000 – 80,000 (Approx. 600 - 800 USD) depending on skills and experience.
  • Deadline:10th February 2020.