Branch Customer Service Supervisor




Our Client provides a multi-channel pay-tv and subscriber management services in 49 African countries including; Kenya, Ghana, Uganda, Nigeria, Tanzania, Zambia, Namibia, Botswana and Mozambique. The company promotes the creation, showcasing and building up of local African talent. As an African business the organization has bought both social and economic benefits to the communities in which it operates, in terms of access to information and job opportunities.








Branch Supervisor


Operations Department

Job Grade:


Level of Work




Reports to:

National Branch Manager

Advert Date:


Direct reports


Closing Date:








To ensure ongoing support to the MultiChoice Kenya customer, in that the supervisor will respond to our customers queries and handle all escalations within the desired SLA’s, in a professional, friendly and appropriate manner, completely adhering to the company’s policy and delivering positive customer service through every interaction. 





(Products, services, programs and information that the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)

The key accountabilities, interfaces and measures of this role is further elaborated below:


Key Responsibilities;

  • Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets

  • Conduct coaching and training

  • Communicate, monitor and maintain performance standards

  • Identify areas for development to ensure continuous improvement

  • Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.

  • Identify opportunities to improve and expand product and service offerings based on the voice of the customer

  • Contribute and identify areas for improvement and enforcement of processes and procedures;

  • Identify, accumulate and analyse statistics that reflect on your teams performance

  • Continuously assess the technical competence of your team and take steps to develop their knowledge and skills for effective service delivery

  • Manage cash and banking

  • Manage stocks, repairs and service stock

  • Adhere to departmental policies and procedures

  • Plan resources and prioritized tasks

  • Manage departmental information and administration

  • Ensure branch infrastructures are implemented and maintained

  • Analyse and implement relevant interventions pertaining to workloads, trends, patterns and peaks

  • Drive sales of products and services  





The incumbent is required to have the following qualifications and experience level:

  • Minimum first degree in social sciences and/or a business-related field

  • An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage

  • 2 years of working experience at a Call Centre or in the Service Industry as a team leader level experience as well as customer experience exposure.

  • Experience and in-depth knowledge of and use of platform analytics and tools.

  • First hand expertise in customer facing role

  • Competency in use of online Media platforms

  • Experience at technology-oriented service firms; Pay TV, Mobile telephony, BPO call centres, etc. will be an added advantage

  • Excellent Reporting Skills

  • Excellent interpersonal skills

  • Ability to engage, work and network with partnerships

  • Ability to motivate to produce results

  • Excellent oral and written communication skills

  • Dependability

  • Multi-tasking







The incumbent should have demonstrated the following competencies:

  • Report and Presentation skills

  • Negotiation and influencing skills

  • Written and Verbal communication

  • Coaching

  • Drive for results

  • Personal planning and organization

  • Problem solving and decision making

  • Computer skills (MS Word, Excel, PowerPoint)

  • Information sharing

  • Attention to details

  • Trend analysis

  • Numeracy skills







The incumbent is required to have the following behavioral competencies:

  • Problem Solving

Identify with and understand the problem at hand; develop a clear action plan to address the problem by involving people; systems affected by the same problem; identify the right resources/action points to mitigate the problem. Ensure follow up where necessary until issue resolution.


  • Communication

Provide clear and understandable explanations of insights and ideas. Enhance communication through the use of appropriate gestures and body language. Respond to others with courtesy, tact and effectiveness while maintain confidentiality at all times.


  • Customer Service Orientation

Focuses on meeting the needs of the customer by addressing concerns raised through cases, email and other departments with priority.








The incumbent is required to have the following functional competencies:

  • Communication – written

Ability to convey information orally to individuals or groups to ensure that they understand the message.  Ability to listen and respond appropriately to information from others.


  • Client/Customer Service:

Ability to develop and maintain strong relationships with clients (those who buy goods and services, and for whom formal professional services are rendered) or customers (those who consume goods and services) by listening to the client/customer and understanding and responding to identified needs.


  • Teamwork

Ability to actively participate as a member of a team to move toward the completion of goals.


  • Coordination - Work:  

Ability to follow instructions through a standard work process.  Ability to perform routine tasks Ability to check work for accuracy before completion of tasks.


  • Technical Knowledge

Ability to differentiate between the different satellite technologies.









The incumbent is required to demonstrate the following personality attributes:

  • Evaluative thinking style: critically evaluates information, looks for potential limitations, and focuses upon errors.

  • Well-organized: organization skills are key in helping juggle between tasks. Business desk team has to handle escalations from touch points while also logging cases with third party support and following up on them.

  • Critical and logical thinking: thought process needs to be consistent and logical when resolving issues escalated to the desk




Applicants should submit their CV’s (clearly marked “Branch Supervisor”) on the subject line to:  Closing date for the applications is on 10th January 2019