Customer Care Supervisor

About the role

The Customer Care Supervisor leads the day-to-day customer care function in Kenya, ensuring customers receive timely, accurate, professional and consistent service. The role supervises the team, monitors enquiries and complaints, coordinates with Sales, Production, Warehouse, Logistics, Finance, Quality and other departments to close customer issues, and maintains a structured customer and project information system.

Key responsibilities

• Supervise the Customer Care team, allocate enquiries and complaints, coach officers and run regular briefings.
• Respond to enquiries from telephone, WhatsApp, WeChat, email, social media and walk-ins, and monitor response times.
• Own escalated complaints and complaints about quality, delivery delays, damaged or missing products, and payment issues; escalate serious ones to management.
• Maintain a One Customer, One File record system covering orders, stock, production status, dispatches, payments, damages, claims and complaints.
• Coordinate with Sales, Production, Warehouse, Logistics and Finance on orders, stock, delivery delays and outstanding quantities.
• Handle damage reports and claims, keeping a central claim tracker and following up on delays.
• Set and monitor customer service standards, quality checks and escalation procedures.
• Collect and analyse customer feedback, prepare improvement recommendations and support service policies, SOPs and scripts.
• Produce regular reports on enquiries, complaints, claims, order follow-up, delivery issues, satisfaction and team performance, and track KPIs such as response time, resolution time and complaint closure rate.

Required profile

• Bachelor's degree or diploma in Customer Service, Business Administration, Marketing, Sales, Communications, Logistics or a related field.
• At least 4 years in Customer Service, Customer Experience, Sales Support, Order Management or a related field.
• At least 1-2 years in a supervisory or team-lead role.
• Experience in manufacturing, building materials, tiles, ceramics, construction or logistics is highly preferred.
• Experience with Chinese-funded companies or Chinese clients is an added advantage.