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Customer Service Manager at VSquared Networks
JobSearch
Nairobi 🇰🇪 Kenya
Posted 1 day ago (13 Oct 2026) Updated about 1 hour ago
How to Apply
Apply via the VSquared Networks LinkedIn page.
Job Description
The Customer Service Manager leads the support function for VSquared Networks, ensuring high‑quality service delivery across all channels. Responsibilities include supervising a team of representatives, monitoring performance metrics, and handling escalated issues. The manager also develops service processes, implements feedback mechanisms, and collaborates with technical and sales teams to resolve client concerns. Continuous improvement is driven through reporting and staff coaching.
Qualifications & Requirements
- • Proven experience in customer service leadership or supervision, preferably in telecoms or internet service provision
- • Strong skills in customer relationship management, conflict resolution, and handling escalations
- • Ability to analyze service performance data, prepare reports and use insights for process improvement
- • Competence in team management, staff training and performance coaching
- • Excellent written and verbal communication skills in English
- proficiency in Kiswahili is an advantage
- • Diploma or degree in Business, Communications, Customer Service Management or a related field
Required Skills
Responsibilities
- • Oversee day‑to‑day customer support operations and ensure consistent positive client experiences
- • Supervise and coach customer service representatives, monitoring performance metrics
- • Resolve escalated customer issues promptly and professionally
- • Develop and refine service processes and implement customer feedback mechanisms
- • Coordinate with technical and sales teams to address service‑related concerns
- • Prepare reports and insights to support continuous improvement