Customer Service Operations Manager at BasiGo

Customer Service Operations Manager at BasiGo – BasiGo Kenya Job Details

About the Role

BasiGo is seeking a Customer Service Operations Manager to join its team in Nairobi on a full-time basis. This is a leadership position responsible for managing the customer service operations centre—the central command hub for fleet monitoring, incident response, and cross-functional coordination. The role sits at the intersection of customer management and operational excellence, requiring someone who can maintain real-time oversight of fleet activity, manage escalations, and drive accountability across teams.

The Customer Service Operations Manager at BasiGo will oversee all aspects of customer issue resolution, from initial contact through closure. You will act as the communication bridge between customers and internal departments, ensuring information flows accurately and promptly. This is a hands-on leadership role in a high-volume operational environment where decisions directly impact service delivery.

Key Responsibilities

• Establish and oversee the customer service team as the operational control centre, maintaining real-time visibility of the entire active fleet at all times.
• Lead operational response activities to incidents including accidents, breakdowns, and repairs, coordinating actions across relevant internal teams.
• Ensure structured knowledge transfer and shift handovers to maintain continuity of operational awareness with no loss of critical information.
• Serve as the primary communication hub between customers and internal stakeholders, guaranteeing timely and accurate updates throughout issue resolution cycles.
• Receive incoming technical, operational, and commercial inquiries; sort them by urgency and category; and assign ownership to the appropriate departments.
• Monitor escalations and follow up on delayed responses from stakeholders, holding teams accountable to agreed service level agreements.
• Own the complete management of customer issues from first report to final closure, removing operational blockers and driving rapid resolution.
• Maintain data quality standards across all operational platforms and systems; oversee data entry processes; and manage CCTV footage extraction when required for incidents.
• Generate operational reports and insights for both internal and external stakeholders to inform decision-making and identify process improvements.

Requirements & Qualifications

• Bachelor’s degree in Operations Management, Business Administration, or a related discipline.
• Minimum 5 years of professional experience in customer operations, customer experience management, fleet operations, or service management roles.
• Demonstrated experience leading cross-functional teams in a high-pressure operational setting with multiple competing priorities.
• Proven incident management and problem-solving capability with the ability to make decisions under time constraints.
• Experience working with operational systems, real-time dashboards, and data management platforms.
• Exceptional written and verbal communication skills with strong stakeholder management abilities across all organizational levels.
• Experience with CRM systems or ticketing platforms is preferred.

What to Expect

• You will work in a hands-on leadership environment where you are directly involved in operational decisions and customer interactions on a daily basis.
• The role requires availability to respond to operational incidents and fleet emergencies, which may occur outside standard business hours.
• You will collaborate regularly with technical, commercial, and logistics teams to align on priorities and resolve customer concerns efficiently.
• This Customer Service Operations Manager at BasiGo position in Nairobi is open to qualified candidates. Click Apply below to submit your application.