CUSTOMER CARE MANAGER
Job summary
We are recruiting on behalf of our client in the Betting & Casino industry for a dynamic and results-driven Customer Care Manager who will lead and develop a high-performing customer service team while driving customer engagement, retention, and revenue growth.
Min. qualification
Bachelors
Experience level
Mid level
Experience length
5 years
Language
English
Working hours
Full Time - 8 to 5
Applicant location
Kenya
Job description & requirements
KEY RESPONSIBILITIES
- Supervise, motivate, and mentor a team of customer service representatives to
achieve performance goals.
- Monitor team performance, providing regular feedback and coaching to ensure
high standards of service.
- Oversee daily operations of the customer service team, ensuring efficient handling
of all customer inquiries through various channels (phone, email, live chat, etc.)
- Identify training needs and coordinate training sessions to keep the team up-to-date with
the latest products, services, and regulations
- Support the onboarding process for new team members, ensuring they are fully trained
and integrated into the team.
REQUIREMENTS
- Prepare and present regular reports on team performance, customer feedback, and
operational efficiency to the Customer Service Manager.
- Ensure the team adheres to all company policies, industry regulations, and responsible
gambling practices.
- Prepare reports on common customer issues, complaints, and queries to help identify
trends and areas for improvement
- And other duties that might be allocated to you by management from time to time
- Bachelor’s degree in Business Administration, Communications, Marketing, or a related
field.
- Minimum of 3–5 years’ experience in customer service, with at least 2 years in a
supervisory or managerial role within a betting company and/or casino.
- Proven experience in customer acquisition, lead conversion, and promotion of betting or
gaming products.
- Solid understanding of the betting and gaming industry, including customer behavior and
responsible gambling practices.
- Proficiency in CRM systems, Microsoft Office Suite, and customer service tools.
HOW TO APPLY
Qualified Candidate are to send their application to:
recruitment@alinefacilitymanagement.co.ke
Email Subject; Customer Care Manager
Only shortlisted candidates will be contacted
Similar jobs
Relationship Officers- Kisumu Job
Ideon
Job Title: Relationship Officers Date Posted: 21/07/2026 Job Type: Full Time Employer: Ideon Industry: Customer Service Salary: Open Location: Kisumu Country: Kenya Deadline: 04/08/2026 Summary: Customer Service Jobs. Ideon Jobs. Looking for a customer service job in Kenya? Ideon is hiring Relationship Officers to build and maintain client relationships and promote products and services to drive customer satisfaction and business growth. The role is based in Kisumu Job Ideoni and good negotiation skills are required Key Responsibilities Client attraction and retention. Meet loan disbursement and collection targets. Delivery of quality customer service to our esteemed clients. **Q
Relationship Officers- Homabay Job
Ideon
Job Title: Relationship Officers Date Posted: 21/07/2026 Job Type: Full Time Employer: Ideon Industry: Customer Service Salary: Open Location: Homabay Country: Kenya Deadline: 04/08/2026 Summary: Customer Service Jobs. Ideon Jobs. Looking for a customer service job in Kenya? Ideon is hiring Relationship Officers to build and maintain client relationships and promote products and services to drive customer satisfaction and business growth. The role is based in Homabay and good negotiation skills are required Key Responsibilities Client attraction and retention. Meet loan disbursement and collection targets. Delivery of quality customer service to our esteemed clients. **Qualificat
Relationship Officers- Migori Job
Ideon
Job Title: Relationship Officers Date Posted: 21/07/2026 Job Type: Full Time Employer: Ideon Industry: Customer Service Salary: Open Location: Migori Country: Kenya Deadline: 04/08/2026 Summary: Customer Service Jobs. Ideon Jobs. Looking for a customer service job in Kenya? Ideon is hiring Relationship Officers to build and maintain client relationships and promote products and services to drive customer satisfaction and business growth. The role is based in Migori and good negotiation skills are required Key Responsibilities Client attraction and retention. Meet loan disbursement and collection targets. Delivery of quality customer service to our esteemed clients. **Qualificatio