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About the Organisation
Bridge Talent Management is a professional recruitment and talent solutions firm dedicated to connecting employers with exceptional candidates across multiple industries. The company partners with organizations to deliver high-performing talent that supports business growth, while also empowering professionals with career opportunities tailored to their skills and ambitions.
Customer Service Lead – Internet Service Provider job at Bridge Talent Management | Apply Now
Nairobi, Kenya
Are you looking for Administrative jobs in Kenya 2025 today? then you might be interested in Customer Service Lead – Internet Service Provider job at Bridge Talent Management
Full Time
Job Title
Customer Service Lead – Internet Service Provider job at Bridge Talent Management
Bridge Talent Management
Job Description
Reporting to senior management, the Customer Service Lead will act as the bridge between frontline staff and leadership, ensuring service standards and customer retention strategies are effectively implemented. The role will involve supervising the Contact Centre, analyzing customer lifecycle trends, addressing customer issues, and ensuring compliance with company policies and ICT regulations. The position requires a proactive leader who can manage customer accounts, drive loyalty KPIs, and contribute to product development through actionable feedback.
How to Apply
Duties, Roles and Responsibilities
Applications are managed via the AfriCareers Jobs Portal:
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Click the Apply button below
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New users: Select Create Profile and complete the Profile Creation Wizard
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Go to the "Jobs" tab
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Read the detailed job description
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Submit your application via the jobs portal
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Track progress under "My Applications" tab
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ONLY ONLINE APPLICATIONS:
Interested and qualified candidates are advised that all applications should be submitted online.
To apply please click on the APPLY button below.
Collaborate with the Customer Service Team to achieve set business objectives.
Oversee customer service operations as a standard of excellence across the company.
Drive customer retention, loyalty, subscription revenue, and minimize churn.
Manage customer accounts, ensuring satisfaction, new demand conversion, and downgrade prevention.
Monitor customer profiles, market trends, and competitor activities to propose effective strategies.
Supervise the Contact Centre to deliver one-stop seamless client support.
Provide aftersales support (0–3 months post-activation) to optimize CSAT, CES, and NPS performance indicators.
Track, resolve, and escalate customer complaints, requests, and inquiries in a timely manner.
Ensure compliance with organizational policies, procedures, and ICT regulations.
Contribute to product development through customer insights and continuous feedback.
Promote knowledge-sharing, best practices, and team development within the department.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Qualifications, Education and Competencies
Qualifications & Experience
Diploma in Business Administration, Management, or a related field.
Proficiency in Microsoft Office applications.
At least 3 years of experience in a similar customer service leadership role.
Experience in technical support for internal systems and customer devices.
Strong ability to analyze reports and technical procedures.
Key Skills & Competencies
Strong interpersonal, written, and verbal communication skills.
Excellent organizational skills and attention to detail.
Ability to multitask and perform effectively under pressure.
Professional, ethical, and a strong team player.
Flexible, adaptable, and open to continuous learning.
Ability to remain composed in stressful situations.
