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Customer Service Team Leader
Cobetwin Technical Limited
Nairobi 🇰🇪 Kenya
Posted about 4 hours ago (20 Oct 2026) Updated about 3 hours ago
Job Description
The Customer Service Team Leader oversees the front‑line support team, handling complex cases, ensuring quality standards and maintaining service continuity. Key duties include managing escalations, authorising refunds, conducting quality inspections and coordinating team schedules. The role also involves training staff and preparing performance reports for senior management.
Required Skills
Responsibilities
- • Take ownership of complex issues, severe complaints and high‑risk cases escalated by CS officers and resolve them within SLA timelines
- • Approve refunds and compensations within defined limits and conduct daily call and chat quality inspections
- • Generate performance reports on service quality and compliance
- • Manage team scheduling, attendance and respond to emergencies such as system downtimes to ensure service continuity
- • Conduct preliminary investigations and preserve evidence for fraud or financial dispute cases before escalation to the Business Director
- • Translate headquarters SOPs into local language scripts and deliver training drills for CS officers