Customer Care Team Leader Job in Nairobi, Kenya

Job Vacancy: Customer Care Team Leader

Reporting to: Regional Sales Executive-Nairobi

Supervises: Customer Care Executives

Location: Nairobi

Company Overview: Our client is a wholly local registered company and has been in existence for over 30 years, as a primary supplier to the Hotel/Hospitality industry in Kenya, thus supporting the tourism industry. Our vision is to be the preferred partner by providing best quality products and memorable client experience globally.

Job Purpose: The job holder will provide leadership to the team, grow sales and ensure high quality services to clients in accordance with the best practices of the industry.

Key Responsibilities

  1. Ensure all clients are served by the Customer Care team as per the company standards.
  2. Ensure that all phone call and email enquiries are responded to by end of the day.
  3. Maintain constant contact with customers to ensure client satisfaction and retention.
  4. Proactively ensure that all customer complaints and enquiries are responded to promptly.
  5. Oversee the preparation of quotes and proforma for customers and ensure report on the status of client order.
  6. Maintain good customer relationships by performing client visits and undertake client satisfaction surveys to ensure customer retention.
  7. Undertake business analysis by developing and meeting targets for allocated clients as well as monitor and ensure team sales targets are achieved.
  8. Prepare list of clients allocated to the Customer Care Executives as per the company needs.
  9. Review the status of outstanding payments to effectively communicate to clients before the order is processed.
  10. Deliver presentations and generate and maintain reports on sales,
  11. Undertake projections and forecasting by evaluating potential business and submitting the same to the supervisor.
  12. Mastery of product knowledge and able to train a team on the same.


KPIs will be availed on appointment to be appraisal as per the Performance Management Policy.

Desired Experience, Education, Skills and Knowledge

  1. Bachelor’s degree in Sales and Marketing or relevant business field
  2. Four (4) years’ experience in customer service operations
  3. Passionate about the hospitality industry and the trends within the sector
  4. Experience in Food and Beverage and/or Housekeeping departments is desired
  5. Ability to work independently and provide supervisory leadership while coordinating a team to meet/exceed sales objectives.
  6. Proven track record in managing and reporting on team sales targets
  7. Ability to multi-task, prioritize and manage time effectively
  8. Excellent interpersonal skills and demonstrated ability to be a team player, working to achieve own and team targets
  9. Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
  10. Demonstrate ability to handle pressure and perform duties well to completion
  11. Customer orientation and ability to adapt/respond to different types of client requirements

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Sales and Marketing
Updated: June 20, 2018 — 4:50 pm