QSSK-CCM-CUSTOMER CARE MANAGER
Nairobi, Kenya23h ago
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Skills
About the role
JOB TITLE: CUSTOMER CARE MANAGER (FIELD-BASED)
About This Job:
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client, a leading company in the Security Industry, we are looking for a competent, skilled, and experienced Customer Care Manager to work in Nairobi, Kenya.
Job Summary
Our client is seeking a Customer Care Manager to serve as the primary link between the company and its clients. This is a field-based role focused on visiting client sites, following up confirming client satisfaction, and gathering feedback on service improvements. The ideal candidate is an excellent communicator who builds strong client relationships, resolves concerns promptly, and ensures client needs are communicated internally and acted upon. Applicants must be aged 35 years and above.
DUTIES & RESPONSIBILITIES:
- Conduct regular field visits to client sites to assess satisfaction with security services and verify service standards are met.
- Build and maintain strong, long-term relationships with clients through consistent, professional communication.
- Gather client feedback on service quality and identify areas for improvement, sharing insights with operations and management.
- Address client concerns and complaints promptly, escalating unresolved issues and following up to closure.
- Coordinate with Operations to ensure client requests, post orders, and service commitments are fulfilled.
- Prepare and submit client visit reports, satisfaction summaries, and feedback analyses to management.
- Onboard new clients, explain service scope and escalation channels, and ensure smooth service commencement.
- Support client retention by proactively identifying risks and recommending service enhancements.
- Represent the company professionally at client meetings and site engagements.
Requirements
- Degree/Diploma in Customer Service, Business Administration, Communication, or related field.
- At least 3–5 years of experience in customer care or client relationship management, preferably in a field-based role; security industry experience is an added advantage.
- Aged 35 years and above.
- Excellent communication and interpersonal skills, with the ability to engage clients confidently at all levels.