Level 3 Support Specialist providing pro - active technical support for Vista’s Cloud clients globally. Responsible for incident management and collaborating with teams for solutions.
About the role
- Lead Customer Service Team for poa! internet, enhancing customer experience across channels in a hybrid role. Drive operational efficiency and performance while fostering team accountability and growth.
Responsibilities
- Lead the consistent delivery of a high-quality customer experience across all channels, including voice, chat, email, WhatsApp, and social media
- Act as the point of contact for escalated customer issues, ensuring timely, empathetic, and effective resolution while guiding team members through complex cases
- Monitor real-time dashboards, queues and proactively guide team members to hit daily KPIs
- Lead daily pre-shift briefings and individual group meetings to align the team on targets, and communicate updates, disruptions or changes
- Support team members with live escalations, troubleshooting, and difficult customer interactions in real time
- Conduct regular coaching sessions, QA reviews, and performance check-ins to develop agent skills and address performance gaps
- Collaborate with cross-functional teams to enable end-to-end customer resolution
- Identify trends in customer queries and recommend changes to scripts, standard operating procedures ( SOPs), or tools to enhance service delivery
- Uphold and foster a culture of excellence, accountability, and customer obsession within the team
Requirements
- 2–3 years’ experience in a fast-paced inbound customer service environment, including at least 1 year in a team leadership role
- Bachelor’s degree or Diploma in Communications, Public Relations, or any other relevant field
- Demonstrated experience managing shift-based teams of 5–12 agents, with a strong focus on performance monitoring, coaching, and reporting
- Strong digital literacy, including CRM, Workforce Management Systems and social media platforms
- Fluency in Kiswahili and English, with strong communication skills in both
Benefits
- Medical cover
- Airtime allowance
- Home wi-fi allowance
- Career growth opportunities
- Exciting work environment and culture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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