Customer Care Manager (Field-Based)

About the role

Q-Sourcing Limited, trading as Q-Sourcing Servtec, is a manpower management solutions firm operating across East Africa. On behalf of a client in the security industry, it is hiring a Customer Care Manager in Nairobi. The role is field-based: visiting client sites, confirming client satisfaction and collecting feedback on service improvements. Applicants must be aged 35 and above.

Key responsibilities

• Visit client sites regularly to assess satisfaction with security services and verify service standards.
• Build and maintain long-term client relationships through consistent, professional communication.
• Gather feedback on service quality, share insights with operations and management, and recommend improvements.
• Address client concerns and complaints promptly, escalate unresolved issues and follow up until closed.
• Coordinate with Operations so that client requests, post orders and service commitments are fulfilled.
• Prepare and submit client visit reports, satisfaction summaries and feedback analyses.
• Onboard new clients, explain service scope and escalation channels, and support client retention by identifying risks.
• Represent the company professionally at client meetings and site engagements.

Required profile

• Degree or diploma in Customer Service, Business Administration, Communication or a related field.
• At least 3-5 years of experience in customer care or client relationship management, preferably field-based; security industry experience is an advantage.
• Aged 35 and above.
• Willingness to travel frequently within Nairobi and surrounding areas.

Required skills

• Excellent communication and interpersonal skills, able to engage clients at all levels.
• Strong listening, problem-solving and complaint-resolution abilities.
• Ability to work independently in the field and manage a busy client schedule.
• Good report writing and record keeping.
• Proficiency in MS Office and CRM tools.