Customer Service Manager

Role overview

This position leads the customer service function in Dar es Salaam, Tanzania, with responsibility for guiding the team toward business-unit targets. The role focuses on protecting and growing the customer base, reducing customer terminations, and putting retention strategies into action through strong team support.

Reporting and working relationships

The role reports to the Country Manager for Tanzania, with a dotted-line connection to the Regional CX Manager. Day-to-day cooperation is expected with the Country Director, Operations Manager, Divisional Managers, Branch Operations Managers, operations teams, Business Unit Heads, and support-function leaders. Externally, the position works with current and prospective customers.

Customer service leadership

• Direct and supervise the customer service / CX team in Tanzania on a daily basis.
• Review daily and weekly activity levels related to retention and customer queries to support business growth.
• Build a motivated team culture that encourages teamwork, healthy competition, and strong performance.

Customer experience operations

• Oversee the customer desk’s daily work so requests, complaints, and escalations are resolved within agreed service levels.
• Maintain high standards of service quality, professionalism, and process compliance.
• Track every customer journey point to ensure a smooth experience from the first interaction through to final closure.

Complaint and escalation handling

• Keep complaint closure performance at 95% or higher by monitoring cases, prioritizing work, and controlling escalations.
• Manage first-tier escalations and target resolution within 48 hours.
• Coordinate follow-up on issues sent to Operations, Control Room, Technical, Billing, and other teams.
• Make sure all escalations and actions are recorded correctly in the CRM with complete audit history.

Quality, CSAT, and continuous improvement

• Run the CSAT process, including timely survey issuance, strong response rates, and follow-up on negative or neutral feedback.
• Confirm customer satisfaction after resolution to close cases properly and reduce repeat problems.
• Study complaint trends, CSAT results, and service data to identify improvement actions.
• Encourage a customer-first mindset and ongoing service enhancement across teams.

CRM and data governance

• Ensure all customer interactions, cases, and outcomes are entered into the CRM accurately and on time.
• Protect data quality through correct categorization, tagging, case status management, and SLA timestamp accuracy.
• Partner with the Regional CX lead and CRM teams to improve workflows, automation triggers, and case-routing rules.
• Verify each day that operations feedback forms and service visit reports are successfully synchronized with the CRM.

Retention and churn prevention

• Monitor accounts that are at risk using churn scores, CSAT trends, service history, and unresolved issues.
• Support retention of the business portfolio by limiting terminations and helping expand the market base.
• Contribute to the business plan and broader company objectives through effective customer service execution.

Outcomes and KPIs

• Retain the business-unit portfolio with minimal terminations while supporting new market penetration.
• Help deliver the business plan and company goals effectively.
• Build an engaged and achiever-oriented customer service team.
• Promote teamwork and positive internal competition within the business unit.
• Maintain a satisfied client base.
• Track performance using NPS, churn rate, and complaints SLA.

Competencies

• Strong leadership and team management capability.
• Good negotiation and time management skills.
• Ability to work under pressure with limited supervision.
• Clear written and spoken communication.
• Strong teamwork and interpersonal skills.
• Confidence in negotiating and selling to corporate clients.
• Planning, coordination, delegation, and supervision skills with a focused approach.
• Sound decision-making ability.
• Commercial and business-oriented mindset.

Qualifications and experience

• A bachelor’s degree from a reputable institution.
• At least 3 years of experience in a similar role.
• Computer literacy.

About GardaWorld

GardaWorld is a global security leader that offers career opportunities in a changing industry. The organization values diversity and encourages candidates from all backgrounds to apply.