Jamii Telecommunications Limited (JTL) has announced new employment opportunities for individuals interested in building careers in customer service, telecommunications and sales. The company is currently recruiting for the positions of Customer Service Team Leader and Direct Sales Agent (Multiple Locations).
The two vacancies are offered on a contract basis and have different application deadlines. The Customer Service Team Leader position is based at Jamii Towers and falls under the Contact Center Department, while the Direct Sales Agent opportunity is available across multiple locations and falls under the Sales Department.
These JTL job vacancies provide opportunities for experienced customer service professionals as well as individuals with sales, customer relations or merchandising experience. Applicants should carefully review the responsibilities, qualifications, reference numbers and closing dates associated with each vacancy before submitting an application.
Jamii Telecommunications Limited operates telecommunications services in Kenya, including its Faiba products and services. For the Direct Sales Agent role, successful candidates will focus specifically on promoting Faiba Fixed products and services, identifying prospective customers and contributing towards the achievement of sales targets.
Below is a detailed overview of the two JTL career opportunities currently available.
Current JTL Job Vacancies
- Customer Service Team Leader
- Direct Sales Agent (Multiple Locations)
1. Customer Service Team Leader
Reference Number: JTL-CS-CSTL-09-26
Department: Contact Center
Job Category: Customer Service & Support
Location: Jamii Towers
Employment Type: Contract
Date Posted: September 11, 2026
Application Deadline: September 25, 2026
Job Description
Jamii Telecommunications Limited is seeking a competent professional to serve as Customer Service Team Leader. The successful candidate will be responsible for supervising the Customer Service team and ensuring that customers receive timely, professional and effective assistance.
The position carries frontline leadership responsibilities and requires the Team Leader to monitor the performance of Customer Service Representatives while ensuring that customer enquiries, requests and complaints are addressed according to established service standards and agreed Service Level Agreements (SLAs).
The Customer Service Team Leader will also provide coaching and feedback to team members. This responsibility is intended to support consistent service delivery and ensure that individual employees and the overall team work towards agreed Key Performance Indicators (KPIs) and SLAs.
Customer complaints that require escalation will form another important part of the role. The Team Leader will take ownership of matters escalated by Customer Service Representatives and coordinate their resolution where necessary.
The position also involves working with other relevant departments. This cross-functional coordination is particularly important where resolving a customer concern requires intervention or information from another part of the organization.
Customer support under the role may cover a range of services and issues, including internet and fibre services, mobile services, installations, billing, customer accounts, service faults and connectivity matters.
The Team Leader will therefore have responsibility not only for supervising employees but also for maintaining the overall quality and effectiveness of customer interactions.
Key Responsibilities
The Customer Service Team Leader will undertake the following duties:
- Supervise the day-to-day activities of Customer Service Representatives.
- Ensure customer enquiries, service requests and complaints are handled professionally and within agreed SLAs.
- Monitor the performance of individual Customer Service Representatives and the wider team against established KPIs and SLAs.
- Conduct regular coaching sessions with members of the Customer Service team.
- Provide feedback to team members to support their performance and service delivery.
- Take ownership of customer complaints that have been escalated by Customer Service Representatives.
- Support customers experiencing issues relating to internet and fibre services where applicable.
- Assist with customer concerns relating to mobile services.
- Support the resolution of installation-related customer issues.
- Assist customers with billing and account-related concerns.
- Coordinate the handling of service faults and connectivity issues as applicable.
- Monitor the quality of interactions between Customer Service Representatives and customers.
- Ensure customer interactions comply with approved procedures and expected service standards.
- Prepare regular reports covering the performance of the Customer Service team.
- Submit team performance reports to the Head of Department.
- Ensure members of the team adhere to approved Customer Service policies.
- Ensure compliance with relevant Standard Operating Procedures (SOPs).
- Monitor adherence to established Customer Service processes.
- Coordinate with relevant departments to facilitate the timely resolution of customer issues.
Role Qualifications
Candidates interested in the Customer Service Team Leader vacancy should meet the qualifications and experience specified by JTL:
- A Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management or a related field.
- A professional qualification in Customer Experience, Contact Centre Management or a related discipline will be considered an added advantage.
- Between five and seven years of relevant experience in Customer Care, Contact Centre Operations or Customer Experience.
- At least two to three years of experience in a supervisory or team management position.
- Experience working within telecommunications, ICT, an Internet Service Provider, utilities or another high-volume customer service environment is preferred.
- Demonstrated experience in managing customer service KPIs and SLAs.
- Experience handling customer complaints and escalations.
- Experience managing and developing customer-facing teams.
What the Position Involves
The Customer Service Team Leader serves as the operational link between Customer Service Representatives and departmental leadership. The successful candidate will be expected to maintain visibility over the team’s daily activities while also tracking measurable service performance.
Monitoring KPIs and SLAs means the position involves paying close attention to whether customers receive responses and resolutions within agreed service timelines. Where performance gaps emerge, the Team Leader is expected to use coaching and feedback to help team members address them.
The role also requires direct involvement in more complex customer concerns. Instead of leaving escalated complaints solely with frontline representatives, the Team Leader assumes ownership and helps coordinate the appropriate response.
Another significant element of the position is quality assurance. Customer interactions must follow established procedures, policies and processes. The Team Leader will therefore monitor interactions and help ensure that representatives consistently follow JTL’s approved customer service practices.
Reporting is equally important. Regular performance information must be prepared and submitted to the Head of Department, providing visibility into the performance of the customer service function.
Candidates considering this position should note that it combines people supervision, customer support, complaint management, performance monitoring, coaching, reporting and adherence to operational procedures.
Application Deadline
Applications for the Customer Service Team Leader position must be submitted by September 25, 2026. The vacancy was posted on September 11, 2026.
How to Apply
Interested candidates should review the vacancy details and submit their applications through the official JTL careers portal before the closing date.
Apply Now – Customer Service Team Leader
2. Direct Sales Agent (Multiple Locations)
Reference Number: JTL-SS-DSA(L-09-26
Department: Sales
Job Category: Sales
Location: Multiple Locations
Employment Type: Contract
Date Posted: September 21, 2026
Application Deadline: September 28, 2026
Job Description
Jamii Telecommunications Limited is also recruiting driven individuals to work as Direct Sales Agents across multiple locations.
The position focuses on promoting the company’s Faiba Fixed products and services. Direct Sales Agents will engage prospective customers, understand their requirements and recommend appropriate solutions while working towards assigned sales targets.
A major responsibility of the position is sourcing new business. Agents will be expected to identify new business leads and service accounts and obtain orders that can progress through acquisition and fulfilment.
The Direct Sales Agent role also involves keeping management informed about activities taking place within the assigned market or territory. This will require regular preparation and submission of activity and results reports.
Such reporting includes daily call reports, weekly work plans and monthly and annual territory analyses. Sales Agents therefore need to maintain appropriate records of their activities and provide management with information that can be used to assess market activity and performance.
Market intelligence represents another important component of the position. Direct Sales Agents are expected to observe market trends and gather relevant information about areas such as pricing, existing products, newly introduced products, delivery schedules and merchandising techniques.
The information gathered from the market can help identify changing customer needs and opportunities for improvements. Agents are consequently expected to recommend new innovations concerning products and service delivery in line with developments taking place within the market.
Customer service remains relevant even though this is primarily a sales position. Agents will handle customer complaints by investigating reported problems, developing potential solutions, preparing reports and making appropriate recommendations to the business.
Key Responsibilities
Successful Direct Sales Agents will be responsible for:
- Sourcing new business leads.
- Identifying potential service accounts.
- Obtaining customer orders for acquisition and fulfilment.
- Promoting Faiba Fixed products and services.
- Engaging customers to understand their needs.
- Recommending appropriate products and solutions based on identified customer requirements.
- Driving sales towards the achievement of established targets.
- Keeping management informed about trade activities.
- Preparing and submitting daily call reports.
- Developing weekly work plans covering relevant sales activities.
- Preparing monthly and annual territory analyses.
- Monitoring developments and trends within the market.
- Gathering current marketplace intelligence relating to pricing.
- Tracking information concerning products and newly introduced products.
- Gathering relevant information concerning delivery schedules and merchandising techniques.
- Recommending new innovations relating to products and service delivery based on market developments.
- Handling and resolving customer complaints.
- Investigating problems raised by customers.
- Developing possible solutions to customer concerns.
- Preparing reports relating to customer complaints and identified issues.
- Making appropriate recommendations to the business following investigation of customer concerns.
- Managing and maintaining sales records.
- Contributing to the wider sales team’s efforts.
- Accomplishing related results as required.
Role Qualifications
JTL has listed the following qualifications and attributes for candidates interested in the Direct Sales Agent positions:
- A Degree or Diploma in a business-related field is preferred.
- At least one year of experience in a related field, preferably sales, customer relations or merchandising.
- Candidates should be highly motivated, proactive and target-driven.
- Excellent communication and negotiation skills.
- Ability to work effectively within a team.
- Customer-focused and business-focused attitude.
- A proactive attitude towards identifying clients and using the necessary tools to achieve results.
- Ability to multitask and complete assigned responsibilities.
- Brand ownership is considered important for the position.
- Excellent planning and organizational skills.
Sales and Business Development Responsibilities
The Direct Sales Agent position requires active participation in identifying and developing business opportunities. Agents will not simply respond to customers who have already expressed interest; they will be expected to actively source new business leads and identify service accounts.
Once prospective customers have been identified, the agent will engage them to establish their needs and determine which Faiba Fixed products or services are suitable.
This approach makes customer engagement an important part of the sales process. Understanding the prospective customer’s requirements enables the agent to recommend an appropriate solution rather than focusing exclusively on obtaining an order.
Sales performance will ultimately be measured against set targets, making the ability to consistently identify and pursue new opportunities central to the position.
Market Monitoring and Reporting
The role extends beyond direct customer acquisition. Agents will gather information about the marketplace and communicate their observations to management.
Relevant market intelligence may cover:
- Pricing trends.
- Existing products.
- Newly introduced products.
- Delivery schedules.
- Merchandising techniques.
- Other developments relevant to sales and service delivery.
The position also involves structured reporting. Daily call reports will provide information on routine sales activity, while weekly work plans will help organize upcoming activities.
Monthly and annual territory analyses will provide a broader picture of sales conditions and activity within the relevant market.
This combination of field activity and reporting means that accurate record management is an integral part of the Direct Sales Agent position.
Customer Complaint Resolution
Although the main objective is sales generation, Direct Sales Agents also have responsibilities relating to existing and prospective customers.
Where a complaint is received, the agent will investigate the problem and work towards identifying a suitable solution. The agent may also prepare a report and make recommendations to the business based on the findings.
This responsibility connects the sales function with the wider customer experience. It also provides JTL with information about recurring customer concerns that may require attention.
Sales Records and Team Contribution
The successful candidates will be expected to manage and maintain sales records. Proper records provide visibility into customer interactions, orders, activities and results.
Agents will additionally contribute towards overall team performance by accomplishing related results when required. While individual targets remain important, the role therefore also involves contributing to broader departmental objectives.
The combination of prospecting, customer engagement, sales generation, market intelligence, reporting, complaint handling and sales record management makes this a varied field-oriented sales opportunity.
Multiple Work Locations
Unlike the Customer Service Team Leader vacancy, which is listed at Jamii Towers, the Direct Sales Agent opportunity is advertised for multiple locations.
Applicants should therefore take note of the location arrangements presented through the official recruitment portal when completing their applications. JTL lists the position under its Sales Department and confirms that it is offered on a contract basis.
Application Deadline
The Direct Sales Agent vacancy was posted on September 21, 2026, and applications are scheduled to close on September 28, 2026.
Candidates interested in the opportunity should ensure their applications are submitted before the stated deadline.
How to Apply
Applications should be completed through the official JTL careers platform. Candidates should review the complete vacancy information before submitting their details and ensure the information provided during the application process is accurate.
Apply Now – Direct Sales Agent (Multiple Locations)
Important Application Information
Applicants interested in either vacancy should pay particular attention to the different closing dates. The Customer Service Team Leader application deadline is September 25, 2026, while applications for Direct Sales Agent (Multiple Locations) close on September 28, 2026.
Candidates should apply for the position that corresponds with their experience and the qualifications stated in the respective vacancy announcement. All applications should be submitted through JTL’s official recruitment platform.
The Customer Service Team Leader opportunity is particularly focused on customer service operations, team supervision, performance monitoring, coaching, escalations and compliance with service standards. The Direct Sales Agent role focuses on business prospecting, customer engagement, Faiba Fixed product promotion, sales performance, market intelligence and maintaining sales records.
Applicants should ensure that applications are completed early enough to avoid difficulties close to the respective deadlines.
