Customer Service Team Leader

Jamii Telecommunications is seeking a Customer Service Team Leader to supervise its Customer Service team at Jamii Towers. The contract role provides frontline leadership, drives team performance and ensures customer enquiries, complaints and service issues are resolved professionally and within agreed service standards and SLAs.

Key Job Information

• Employer: Jamii Telecommunications
• Job Title: Customer Service Team Leader
• Job Reference: JTL-CS-CSTL-09-26
• Department: Contact Center
• Category: Customer Service & Support
• Location: Jamii Towers
• Job Type: Contract
• Posted: 11 September 2026
• Application Deadline: 25 September 2026

About the Role

The Customer Service Team Leader will oversee the day-to-day activities of Customer Service Representatives and help ensure timely, professional and effective customer support. The role involves team supervision, performance monitoring, coaching, complaint escalation management and coordination with relevant departments to resolve customer issues.

Key Responsibilities

• Supervise the day-to-day activities of Customer Service Representatives.
• Ensure customer enquiries, requests and complaints are handled professionally and within agreed SLAs.
• Monitor individual and team performance against agreed KPIs and SLAs.
• Conduct regular coaching and feedback sessions with Customer Service team members.
• Take ownership of customer complaints escalated by Customer Service Representatives.
• Support customers with issues relating to internet and fibre services, mobile services, installations, billing, accounts, service faults and connectivity, as applicable.
• Monitor the quality of customer interactions and adherence to approved procedures.
• Prepare and submit regular team performance reports to the Head of Department.
• Ensure team adherence to approved Customer Service policies, standard operating procedures and processes.
• Coordinate with relevant departments to support the timely resolution of customer issues.

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Customer Experience, Communications, Marketing, Management or a related field.
• Professional qualification in Customer Experience, Contact Centre Management or a related discipline is an added advantage.

Experience and Skills

• 5–7 years of relevant experience in Customer Care, Contact Centre Operations or Customer Experience.
• At least 2–3 years of experience in a supervisory or team management role.
• Experience in telecommunications, ICT, ISP, utilities or another high-volume customer service environment is preferred.
• Demonstrated experience managing customer service KPIs, SLAs, complaints and escalations.
• Experience managing and developing customer-facing teams.
• Strong customer service supervision and team leadership skills.
• Ability to coach team members and provide constructive performance feedback.
• Ability to monitor service quality and ensure adherence to established procedures and service standards.

How to Apply

Interested candidates should submit their applications for the Customer Service Team Leader position, quoting job reference JTL-CS-CSTL-09-26. Applications should be submitted before the stated deadline of 25 September 2026.