Jobs Career Advice Post Job
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: May 20, 2025
    Deadline: Not specified
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Greenspoon is Kenya's first and only online store for conscious consumers. The company specializes in connecting customers with the source of their products and is underpinned by a philosophy that conscious consumerism can help diminish the effects of climate change, and that through changing the way humans consume we will be able to achieve lasting change.
    Read more about this company

     

    Customer Service Lead

    Key responsibilities

    • Lead the day-to-day operations of our customer service team, ensuring quick response times, empathetic conversations, and high-quality resolutions
    • Coach and mentor a team of customer service agents across phone, WhatsApp, and email
    • Monitor and improve service levels, shift planning, and team availability to match demand and uphold our premium delivery promise
    • Analyze customer feedback and complaints to identify recurring issues, escalate as needed, and drive proactive solutions
    • Be a customer advocate across the business - collecting, organizing, and sharing feedback with relevant teams to continuously improve the end-to-end experience
    • Design and implement internal processes to improve how the team operates and responds to customer issues
    • Track and report on team performance, customer satisfaction metrics (e.g. NPS), and retention insights
    • Lead outbound customer calling initiatives to follow up on orders, solicit feedback, and strengthen relationships
    • Champion Greenspoon’s values of honesty, quality, and impact in every customer interaction

    You will love this role if you…

    • Believe that customer service is a strategic pillar of business, not a back office
    • Are energized by solving problems and helping others succeed
    • Are a people person who builds trust quickly and communicates with warmth and clarity
    • Thrive in a fast-paced environment and enjoy bringing structure to chaos
    • Enjoy working collaboratively across teams and functions
    • Have a bias for action, a positive attitude, and a strong sense of accountability
    • Are calm under pressure and know how to manage high volumes without compromising quality
    • Are always asking: how can we do this better next time?

    Minimum requirements

    • 5+ years of customer service experience, with at least 2 years in a leadership or team lead role
    • Experience managing multi-channel customer service (phone, WhatsApp, email, chat)
    • Clear communication skills in both English and Kiswahili, spoken and written
    • Strong organizational, problem solving and process improvement skills
    • Customer-first mindset, with a proven track record of resolving issues and driving satisfaction
    • Ability to use CRM tools, spreadsheets, and reporting tools
    • Experience in eCommerce, logistics, or fast-moving environments is a strong advantage

    Check how your CV aligns with this job

    Method of Application

    If this sounds like you, please email us at [email protected] with your CV, cover letter and your salary expectations.

    Build your CV for free. Download in different templates.

  • Apply Now
  • Send your application

    View All Vacancies at Greenspoon Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail