Job in Kenya
Customer Care Supervisor
CountyNairobi CountyCityNot specifiedContractFull TimePosted2026-08-29Close dateNot specifiedExperience4 yearsSourceMyJobMag Kenya
customer care supervisorcustomer servicenairobifull timesupervisorcomplaints managementteam leadership4 years experiencesalesfactorycall_centerinternship
AI summary
Twyford Tile, a Sunda International Group company operating a factory near Umma University in Kajiado, is hiring a Customer Care Supervisor in Nairobi. The role involves supervising the customer care team, managing enquiries and complaints across phone, WhatsApp, WeChat, email, and walk-ins, and coordinating with Sales, Production, Warehouse, Logistics, Finance, and Quality to resolve customer issues. The position requires a BA/BSc/HND plus a professional certificate and at least four years of experience.
- Supervises and coordinates the day-to-day customer care team
- Manages enquiries and complaints across phone, WhatsApp, WeChat, email, and walk-ins
- Coordinates with Sales, Production, Warehouse, Logistics, Finance, and Quality
- Establishes a structured One Customer, One File record system
- Requires BA/BSc/HND, professional certificate, and 4 years experience
- Full-time role based in Nairobi
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required4+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, factory, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Care Supervisor evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Twyford Tile (Sunda International Group) and the role in Not specified.
- Add concrete examples related to sales, factory, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Care Supervisor role in sales, factory?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Twyford Tile (Sunda International Group) before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
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the Kenya Twyford Factory is established by Sunda International Group, with the Volume of total investment of 30 million dollars. Located in the vicinity of Umma University, Kajiado, it covers an area of nearly 300000㎡, 10 times than the local factory. In October 2016, the plant was put into production with its large scale, new equipments and high pr...
Customer Care Supervisor
Job Type
Full Time
Qualification
BA/BSc/HND
,
Professional Certificate
Experience
- 4 years
- Location
- Nairobi
- Job Field
- Customer Care, Success and Service
- Minimum 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.
- in manufacturing, building materials, tiles, ceramics, construction, logistics, or a related industry is highly preferred.
- handling high-volume customer enquiries and escalated complaints.
- coordinating with Sales, Production, Warehouse, Logistics, Finance, and Quality teams is an advantage.
- serving project customers, distributors, contractors, or corporate clients is desirable.
- working with Chinese-funded companies or Chinese clients is an added advantage.
- Check how your CV aligns with this job
- Method of Application
- Interested and qualified? Go to
- Twyford Tile on www.linkedin.com
- to apply
- Build your CV for free.
- Download in different templates.
Job Purpose
The Customer Care Supervisor is responsible for supervising and coordinating the customer care function to ensure that all customers receive timely, accurate, professional, and consistent service.
The role will lead the day-to-day customer care team, monitor customer enquiries and complaints, coordinate with Sales, Production, Warehouse, Logistics, Finance, Quality, and other departments to resolve customer issues, and ensure that all customer requests are properly followed through to closure.
The Customer Care Supervisor will also establish and maintain a structured
customer/project information management system
, ensuring that customer orders, production status, stock availability, dispatches, deliveries, payments, damages, claims, and complaints are accurately recorded and easily accessible.
KEY
Responsibilities
- CUSTOMER CARE TEAM SUPERVISION
- Supervise and coordinate the day-to-day activities of the Customer Care team.
- Allocate customer enquiries, complaints, and follow-up tasks to team members.
- Monitor team performance and ensure agreed customer service standards are maintained.
- Coach and guide Customer Care Officers on effective communication, problem-solving, and customer handling.
- Monitor response times and ensure customer enquiries are attended to promptly.
- Review unresolved customer issues and ensure appropriate follow-up.
- Conduct regular team briefings to communicate priorities, operational updates, and recurring customer concerns.
- Identify training and development needs within the team.
- Promote teamwork, accountability, professionalism, and customer-focused behaviour.
- CUSTOMER ENQUIRY MANAGEMENT
- Ensure customer enquiries received through telephone, WhatsApp, WeChat, email, social media, walk-ins, and other approved channels are monitored and responded to promptly.
- Establish and monitor agreed customer response-time standards.
- Ensure customers receive accurate information regarding:
- Product availability
- Orders
- Stock
- Production
- Dispatch
- Delivery
- Payments
- Damaged goods
- Claims
- Product information
- Complaints
- Ensure that where an immediate answer is unavailable, the customer receives an acknowledgement and a clear timeframe for feedback.
- Monitor high-priority and urgent customer enquiries until resolution.
- Ensure communication with customers is professional, clear, and consistent.
- CUSTOMER COMPLAINTS & ESCALATION MANAGEMENT
- Take ownership of escalated customer complaints and sensitive customer issues.
- Ensure complaints are properly recorded, investigated, assigned, and followed up.
- Coordinate with relevant departments to identify the cause of complaints and agree on appropriate solutions.
- Monitor complaints relating to:
- Product quality
- Delivery delays
- Incorrect quantities
- Damaged products
- Missing products
- Product specifications
- Installation concerns
- Payment issues
- Service quality
- Ensure customers receive regular updates until their complaints are resolved.
- Escalate serious, recurring, or unresolved complaints to management.
- Analyze recurring complaints and recommend corrective and preventive actions.
- CUSTOMER & PROJECT RECORD MANAGEMENT
- Establish and maintain a structured
- One Customer, One File
- system.
- Ensure accurate records are maintained for every key customer/project.
- Customer records should capture, where applicable:
- Customer details
- Project details
- Orders
- Contract/order references
- Product quantities
- Production status
- Stock availability
- Dispatches
- Deliveries
- Outstanding quantities
- Payment status
- Damages
- Claims
- Complaints
- Customer communication
- Resolution history
- Ensure records are regularly updated and easily accessible.
- Monitor the quality and accuracy of information entered by Customer Care team members.
- Ensure customer records provide a reliable source of information for Sales and Management.
- ORDER, STOCK & DELIVERY COORDINATION
- Coordinate with Sales, Warehouse, Production, and Logistics to obtain accurate order and delivery information.
- Monitor customer orders from confirmation through production, dispatch, and delivery.
- Ensure Customer Care staff have access to updated stock and production information.
- Monitor pending orders and outstanding quantities.
- Follow up on delayed production, dispatches, or deliveries.
- Ensure customers are proactively informed of delays or changes affecting their orders.
- Identify potential service failures before they become customer complaints.
- DAMAGE & CLAIM MANAGEMENT
- Supervise the handling of customer reports involving damaged products.
- Ensure damage claims are properly documented with:
- Customer/project details
- Order/dispatch reference
- Product details
- Quantity affected
- Damage percentage
- Photographic evidence
- Delivery information
- Coordinate with Logistics, Warehouse, Quality Assurance, Finance, and Sales to investigate and resolve claims.
- Maintain a centralized claim tracker.
- Monitor claim turnaround times.
- Ensure customers receive proactive updates on claim status.
- Escalate delayed or unresolved claims.
- Analyze recurring damage patterns and report findings to management.
- INTERNAL DEPARTMENT COORDINATION
- The Customer Care Supervisor will act as a key link between customers and internal departments, including:
- Sales – customer orders, quotations, project updates, and commercial matters.
- Production – production schedules, availability, and completion timelines.
- Warehouse – stock, allocations, loading, and dispatch.
- Logistics – transport, delivery schedules, and delivery confirmation.
- Finance – payments, outstanding balances, credit matters, and approved claims.
- Quality Assurance – product quality complaints, inspections, and damage investigations.
- Management – escalated complaints, service risks, recurring issues, and major customer concerns.
- The Supervisor must ensure that issues are not merely forwarded between departments but are
- actively followed through until closure
- .
- CUSTOMER SERVICE STANDARDS & QUALITY CONTROL
- Develop and implement Customer Care service standards and procedures.
- Monitor compliance with agreed response and resolution timelines.
- Conduct regular quality checks on customer communications.
- Review customer conversations and complaint handling to identify areas for improvement.
- Ensure consistent information is provided across different customer communication channels.
- Monitor customer satisfaction and identify opportunities to improve the customer experience.
- Establish escalation procedures for urgent and high-value customer issues.
- CUSTOMER FEEDBACK & SERVICE IMPROVEMENT
- Collect and analyze customer feedback.
- Identify recurring customer concerns and service gaps.
- Prepare recommendations for improving customer experience.
- Work with relevant departments to address root causes of recurring complaints.
- Identify opportunities to improve internal communication and information flow.
- Support the development of customer service policies, SOPs, scripts, FAQs, and escalation procedures.
- REPORTING & ANALYSIS
- Prepare regular Customer Care reports covering:
- Number of customer enquiries received
- Response times
- Outstanding enquiries
- Number of complaints
- Complaint resolution rates
- Average complaint resolution time
- Pending claims
- Claim turnaround time
- Order follow-up status
- Delivery-related issues
- Customer satisfaction
- Recurring customer complaints
- Escalated cases
- Team performance
- Service-level compliance
- CUSTOMER CARE TEAM PERFORMANCE
- Monitor individual and team performance against agreed KPIs, including:
- Response time
- Resolution time
- Customer satisfaction
- Follow-up completion
- Accuracy of customer information
- Complaint closure rate
- Claim follow-up
- Record accuracy
- Attendance and productivity
- Quality of customer communication
- Conduct regular performance reviews and provide coaching and corrective guidance where required.
- QUALIFICATIONS &
Education
- Bachelor's Degree or Diploma in Customer Service, Business Administration, Marketing, Sales, Communications, Logistics, or a related field.
- Professional training in Customer Experience, CRM, or Customer Service Management is an advantage.
Source and provenanceSource: MyJobMag Kenya. Last checked: 2026-09-04.Kazi Connect is a job discovery service, not the employer. Always confirm the vacancy at the original source.Summaries may be AI-assisted. Report inaccurate content.
Never pay to apply. Always confirm the original source and watch for payment requests, sensitive document requests, or unrealistic promises.