Customer Service Manager – Dar es Salaam

About the role

The Customer Service Manager in Dar es Salaam will lead the local CX team to achieve business unit targets by retaining existing clients, acquiring new ones, and minimizing terminations. Reporting to the Country Manager and working closely with the Regional CX Manager, this role ensures a seamless end‑to‑end customer experience.

Key responsibilities

• Lead and supervise the customer service team, monitoring daily and weekly retention and query activity.
• Oversee CX desk operations, guaranteeing all requests, complaints, and escalations are resolved within SLA.
• Manage complaint closure with a SLA of ≥95% and resolve Tier 1 escalations within 48 hours.
• Log all escalations and actions accurately in the CRM with full audit trails.
• Drive the CSAT process, conduct surveys, follow up on negative feedback, and use insights to recommend improvements.
• Maintain CRM data integrity, ensuring correct categorisation, tagging, case statuses and SLA timestamps.
• Monitor at‑risk accounts using churn‑risk scoring, CSAT trends and service history to prevent churn.

Required profile

• Proven leadership and supervisory experience in a customer service environment.
• Ability to steer a team toward achieving retention and growth targets.
• Strong focus on delivering high‑quality service and adhering to processes.

Required skills

• CRM systems

What we offer

• Opportunity to lead a growing CX function in Tanzania.
• Collaboration with senior country and regional managers.
• Full‑time, onsite role with competitive compensation.