CUSTOMER SERVICE MANAGER

Customer Service Manager

Employer: Speedy Chui Africa Limited

Reports To: Head of Operations

Speedy Chui Africa is a national courier company introducing Kenya’s first technology-driven parcel delivery network. We are seeking a proactive and experienced Customer Service Manager to lead our customer service operations.

The role will be responsible for managing a team of Customer Service Staff, ensuring excellent client support, resolving escalated issues, and maintaining high service standards across all customer touchpoints.

The successful candidate will combine strong leadership skills with hands-on experience in managing high-volume customer interactions, while driving continuous improvement in efficiency, performance, and customer satisfaction.

• Lead, coach, and mentor the customer service team to deliver consistent and professional support.
  

• Oversee staff scheduling, shift planning, and workload distribution.
  

• Conduct daily/weekly performance reviews and ensure continuous staff training
  

• Handle escalated customer complaints and provide clear guidance to the team.
  

• Foster a motivated and customer-focused work culture.
  

• Ensure all customer enquiries (phone, chat, email, and in-person) are handled promptly and professionally.
  

• Monitor service quality, ensuring responses are resolved within agreed timelines (SLAs).
  

• Develop and implement service recovery strategies for dissatisfied customers.
  

• Maintain strong relationships with high-value customers and corporate clients.
  

• Work closely with Operations, IT, and Logistics teams to resolve service issues quickly.
  

• Track and report on service performance metrics, identifying areas for improvement.
  

• Ensure smooth communication between customer service and other departments.
  

• Prepare weekly and monthly reports on customer service performance and KPIs.
  

• Analyze customer feedback and complaints to recommend process improvements
  

• Lead initiatives to improve customer experience and reduce complaints.
  

• Conduct customer satisfaction surveys and monitor trends in service quality.
  

• Ensure compliance with company policies, data protection, and regulatory requirements.
  

• Uphold professionalism, grooming, and high service standards across the team.
  

• Represent the customer service department in management discussions and decision-making forums.
  

Qualifications & Competencies

• Bachelor’s Degree in Business Administration, Customer Service, IT, Communications, or a related field.
  

• Minimum 5 years of progressive experience in customer service, with at least 2 years in a supervisory or managerial role.
  

• Proven experience managing high-volume customer service teams, preferably in logistics, courier, e-commerce, or telecoms.
  

• Strong knowledge of CRM/ERP systems and customer support tools.
  

• Excellent leadership and people management skills, with the ability to coach, mentor, and motivate staff.
  

• Strong analytical skills with the ability to interpret service data and translate insights into actionable improvements.
  

• Exceptional communication skills in English and Kiswahili (knowledge of local languages is an advantage).
  

• Ability to handle escalations and dissatisfied customers professionally and effectively.
  

• Strategic thinking with a customer-first mindset and high emotional intelligence.
  

• Strong organizational and time-management skills to meet strict deadlines and SLAs.
  

• Demonstrated ability to collaborate across departments (Operations, IT, Logistics, and Marketing).
  

• High level of integrity, accountability, and professionalism in handling customer information and company policies.
  

• Must be able to work in shifts, including evenings, weekends, and public holidays, as required by operations.
  

• Up-to-date Certificate of Good Conduct.