Customer Care Supervisor

About the role

The Customer Care Supervisor will lead the daily operations of the customer care team, ensuring that all client enquiries and complaints are handled promptly, accurately and professionally. Based in Kenya, this full‑time position works closely with sales, production, logistics and finance to guarantee seamless service delivery from order to payment.

Key responsibilities

• Supervise and coordinate the day‑to‑day activities of the Customer Care team.
• Allocate enquiries, complaints and follow‑up tasks to team members and monitor performance against service standards.
• Coach officers on effective communication, problem‑solving and customer handling.
• Monitor response times across telephone, WhatsApp, WeChat, email, social media and walk‑ins, ensuring timely acknowledgements and resolutions.
• Maintain accurate records of orders, stock, production status, dispatches, deliveries, payments, damages, claims and complaints.
• Take ownership of escalated complaints, investigate root causes and coordinate solutions with relevant departments.
• Conduct regular briefings, identify training needs and promote a customer‑focused, accountable team culture.

Required profile

• Proven experience supervising a customer service or call‑center team.
• Strong organisational and coordination skills to work with multiple internal departments.
• Excellent written and verbal communication in English.
• Ability to analyse issues, make decisions and follow through to closure.

Required skills