Customer Experience Manager at BasiGo

Customer Experience Manager at BasiGo – BasiGo Kenya Job Details

About the Role

BasiGo Kenya is recruiting for a Customer Experience Manager to lead its customer-facing operations in Kenya. This is a full-time position responsible for overseeing the customer support team, managing the customer care hotline, and coordinating issue resolution across the organization. The successful candidate will report directly to senior management and play a central role in shaping how customers interact with BasiGo’s services.

In this role, you will build and manage a team of customer support agents, establish processes for handling customer requests and incidents, and drive continuous improvement through performance metrics and customer feedback. You’ll work across multiple internal departments—including Fleet and Service teams—to ensure that customer issues are resolved quickly and professionally. Customer Service jobs in Kenya require both operational discipline and strong interpersonal skills, both of which are essential for this position.

Key Responsibilities

• Lead, train, and mentor the Customer Experience team responsible for inbound customer calls, requests, and incident reporting.
• Oversee the operation of the customer care hotline, ensuring consistent availability and responsiveness throughout the day.
• Create and manage shift schedules and staffing plans that maintain adequate coverage and balance workload fairly across the team.
• Establish and enforce clear processes for logging customer incidents, escalating issues, and tracking resolution status through to completion.
• Monitor operational KPIs including incident reporting time, issue escalation time, and resolution timelines; report findings to senior management.
• Coordinate with Fleet, Service, and other internal departments to ensure customer issues receive timely and effective resolution.
• Lead Voice of the Customer programs, NPS surveys, and CSAT tracking; analyze feedback to identify service gaps and improvement opportunities.
• Identify trends in recurring customer issues and escalate systemic problems to relevant teams for resolution.

Requirements & Qualifications

• 3–5 years of experience in customer support, call centre operations, or service operations management.
• Proven experience coordinating with fleet, service, technical, or cross-functional teams to resolve customer issues.
• Hands-on experience with CRM platforms or ticketing systems (preferred).
• Demonstrated ability to develop team schedules, manage staffing plans, and coach customer service agents.
• Strong grasp of call centre performance metrics and how to use data to drive operational improvements.
• Ability to work under pressure and maintain professional communication during high-volume periods.

What to Expect

• A structured work environment where you’ll manage a dedicated team and report regularly on performance against agreed KPIs.
• The opportunity to shape customer experience strategy and influence how BasiGo Kenya serves its user base across the country.
• Regular interaction with senior management and cross-functional colleagues, requiring both written and verbal communication skills.
• This Customer Experience Manager at BasiGo position in Kenya is open to qualified candidates. Click Apply below to submit your application.