Customer Service Manager at GardaWorld

Position/Employment type: Customer Service Manager-Dar es Salaam, Tanzania / Full Time Employee

Organization/Reporting line: Country Manager, Tanzania with a dotted line to Regional CX Manager

Place of work/Travel: Dar es Salaam, Tanzania

Contact and Cooperation: Internally: Main cooperation with the Country Director and Country Manager Tanzania, Operations Manager, Divisional Managers, Branch operations Managers, Ops, Business Unit Heads, Heads of Support functions/ Departments.

Externally: Existing and potential customers

Job Summary: The Customer Service Manager- Dar es Salaam, is tasked with a leadership/supervisory role of steering the customer service team in the Dar es salaam towards achieving the overall business unit targets. This is done through retaining and maintaining existing and new client base, (minimizing terminations) through the team with support from the Dar es Salaam and implementing strategies on customer retention.

1. Head customer service team Head CX in Tanzania by supervising them daily,checking the daily/weekly customer retention and customer queries activity levels for business growth.

2. Customer Experience Operations

•  Handle daily CX desk operations, ensuring all customer requests, complaints, and escalations are handled within SLA. 
•  Ensuring high service quality, professionalism, and adherence to processes.
• Monitor all customer touchpoints to ensure a seamless end‑to‑end experience from service initiation to closure. 

3. Complaint & Escalation Management 

•  Ensure complaint closure SLA ≥95% through daily tracking, prioritization, and escalation control.
• Handle the management of Tier 1 escalations and ensure resolution within 48 hours. 
•  Assign, track, and follow up on all issues escalated to Operations, Control Room, Technical teams, Billing, and other departments.
• Ensure all escalations and actions are accurately logged in CRM with full audit trails.

4. Quality Assurance & CSAT Governance

• Handle the CSAT process, ensuring timely surveys, high response rates, and accurate follow‑up on negative/neutral feedback.
• Validate customer confirmation after resolutions to ensure quality closure and prevent repeat issues.
• Identify patterns from CSAT, complaints, and service data to recommend improvement actions.
• Champion a customer‑centric culture across teams and promote continuous service improvement.

5. CRM Management & Data Integrity 

• Ensure all customer interactions, cases, and resolutions are captured in the CRM accurately and promptly. 
• Maintain data quality: correct categorization, tagging, case statuses, and SLA timestamps. 
• Work with Regional CX lead/CRM teams to improve workflows, automation triggers, and case routing rules.
• Validate daily that Ops feedback forms and service visit reports are successfully synced to CRM.

6. Retention & Churn Prevention

• Monitor at‑risk accounts using churn‑risk scoring, CSAT trends, service history, and unresolved issues. Principal Outputs of this Role:
• Retention of business unit portfolio through minimal terminations and new market penetration. 
• Support the business plan and effectively support the company’s plans. 
• Create a motivated customer service team (Achievers) • Create teamwork and healthy competition within the Business Unit. 
• Maintain a happy client base. KPIS i. NPS ii. Churn Rate iii. Complaints SLA 

Principal Outputs of this Role:

• Retention of business unit portfolio through minimal terminations and new market penetration. 
• Support the business plan and effectively support the company’s plans. 
• Create a motivated customer service team (Achievers) 
• Create teamwork and healthy competition within the Business Unit. 
• Maintain a happy client base. KPIS i. NPS ii. Churn Rate iii. Complaints SLA 

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