Customer Care Supervisor

ABOUT THE COMPANY iHR (iHuman Resource Consulting Ltd) A Nairobi-based HR consultancy firm since 2014, serving public and private sectors across East Africa. is seeking to recruit a Customer Service Supervisor for a client, a leading smart card manufacturer and trusted provider of secure identity and payment solutions. THE ROLE The Customer Service Supervisor leads the customer service function by overseeing daily operations, managing service delivery performance, coaching team members, strengthening client relationships, and driving continuous improvement to achieve service excellence and customer satisfaction. KEY RESPONSIBILITIES Team Leadership & Coaching Supervise day-to-day customer service operations. Lead and coach customer service team members. Conduct performance reviews and coaching sessions. Promote a culture of professionalism, accountability, and service excellence. Service Delivery & Compliance Monitor service level agreement (SLA) performance and compliance. Mana...