Telecommunication Customer Operations Manager Job in Nanyuki, Kenya

Job Title: Customer Operations Manager – Telecommunication

Reports to: Commercial Director

Location: Nanyuki

Salary: Competitive

Our client is an internet service provider whose main aim is to provide affordable and reliable internet solutions to rural and unconnected communities thus bridging the digital divide.

They seek to hire a well-organized and result-oriented Customer Operations Manager who will lead the customer service and account management teams in building strong client relationships hence ensuring client loyalty and retention.

Key Responsibilities

  • Coordinate and manage the performance of the customer service and account management teams, by setting expectations for service provision, measuring performance and intervening when necessary
  • Manage and handle escalated issues related to customer complaints, retention calls and emerging issues on the floor including major system outages
  • Drive problem root cause analysis and resolution and lead cross-functional collaboration with the relevant technical teams
  • Provide effective management of all escalated issues, document recommendations and ensure implementation leads to sustained improved performance
  • Drive the identification and resolution of systemic issues that affect services offered in a recurring manner
  • Lead the coaching, training and development of the customer service and account management teams
  • Act as the customer ambassador within the company by driving a customer-centric culture across the organization and implementing initiatives to drive customer focus

Skills & Qualifications

  • Bachelor’s Degree in Business Administration / Sales & Marketing or a related field of study
  • At least 5 years’ work experience in customer service / account management, 3 of these in a management role in the telecommunication industry
  • Knowledgeable in the use of ITIL or similar service management frameworks
  • Excellent communication and presentation skills, with the ability to generate and present reports
  • Good problem solving and analytical skills as well as decision making abilities
  • Good leadership and supervisory skills coupled with hands on experience in mentoring and coaching staff


  • Experience in the telecommunication industry is a MUST
  • Management experience is a MUST

How to Apply

If you are up to the challenge, possess the necessary qualifications and experience; please send your CV only quoting the job title on the email subject (Customer Operations Manager – Nanyuki) to on or before Tuesday 21st July 2020

N.B: We do not charge any fee for receiving your CV or for interviewing

Only candidates short-listed for interview will be contacted

Sales and Marketing
Updated: July 15, 2020 — 6:14 pm