Customer Support Team Leader Job in Kenya


Customer Support Team Leader

Our client a leading company in the I.S.P field seeks to recruit a dynamic, efficient out of the box thinker for the position of CUSTOMER SUPPORT TEAM LEADER

Location: Westlands

Key Responsibilities:
  • Directly supervise department shifts and balance the duration each engineer works for the month.
  • Supervise and direct the daily activities of each engineer by evaluating their strength appropriately in order to meet the organization set standards.
  • Monitor the department operations to ensure customer calls are promptly answered and that engineers are ready at all times to attend to calls and any service outages in an efficient manner.
  • Ensure incidents are resolved and closed within the acceptable time allocated.
  • Manage information flow between the Customer Support team and other departments.
  • Provide customers with regular reports and feedback on their service requests.
  • Monitor customer support incidents reports to ensure that each incident reported was logged and resolved in time with the company set standards.
  • Assist in development and refinement of Customer Support team to ensure they are proficient in their job skills and provide constant follow-up training, feedback and coaching to improve performance.
  • Manage communications both verbal and written to clients in regard to incidents reported and notifications.
  • Prepare weekly operations report summary for the management team highlighting main incidents reported by clients during the week.
Key Qualifications:
  • A Bachelor’s Degree in I.T OR RELATED FIELD
  • 5 years’ experience in the I.S.P industry in a senior management position
Salary & Benefits: 70-80,000

Deadline: 16th December 2012

Applications:

Please send an up to date CV, stating your current salary, accompanied by at least 3 referee telephone numbers/email addresses to: Jacque@summitrecruitment-kenya.com
Summit Recruitment & Training, Rhino House, Karen Road, Karen

Only short listed candidates will be contacted. Please indicate in your email which position you are interested in.