Customer Service & Telesales Team Lead

About the role

We are seeking an experienced, customer‑focused leader to head our Customer Service and Telesales teams in Dar es Salaam. The Team Lead will ensure an outstanding customer experience while driving sales performance and team productivity.

Key responsibilities

• Lead, coach and motivate the Customer Service and Telesales teams to meet service and sales targets.
• Monitor service quality, response times and customer satisfaction, and address escalated complaints promptly.
• Drive customer retention and build long‑term relationships.
• Track team performance, KPIs and productivity, providing regular feedback and coaching.
• Support telesales activities to achieve sales goals and maximise conversion rates.
• Prepare performance reports and identify continuous‑improvement opportunities.
• Collaborate with other departments to enhance the overall customer experience.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Sales, Customer Service or a related field.
• 3–5 years of experience leading Customer Service and/or Telesales teams.
• Strong leadership, coaching, communication and problem‑solving abilities.
• Ability to work in a fast‑paced, target‑driven environment.

Required skills

• Proficiency with Microsoft Excel or Google Sheets.
• Experience using CRM systems.
• Familiarity with Odoo or similar customer‑service platforms.