About Us

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you. 

We are pleased to announce the following vacancy for Manager – Digital/Online Services in Customer Experience Function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the EHOD – Customer Experience, the position holder’s purpose shall be to drive the uptake and growth in usage of the self-service, digital and online channels (IVR/SMS/USSD/Email/Web Chat/Social Media/Safaricom App) to ensure call deflection KPIs are achieved and grow Unassisted Contacts

Job Responsibilities

• Develop and implement the Contact Centre Digital Channels strategy and road-map
• Lead and deliver continual improvement and development of the multi-channel/omnichannel proposition
• Continuously implement trans-formative initiatives on self-service, digital and online channels (IVR/SMS/USSD/Email/Web Chat/Social Media/Safaricom App)
• Growth and penetration of digital channels to grow unassisted contacts and reduce overall cost to serve
• Develop highly effective, influential relationships internally and externally with key stakeholders to research, identify and capture new digital opportunities across the business
• Collaborate with the Business Units on driving digital channel uptake per segment within the defined Service experience standards.
• Gaining an understanding of digital market trends and opportunities that are relevant to the contact center

Job Requirements

• An undergraduate degree preferably in Business or social sciences
• 3+ experience on digital transformation within a similar function/organization
• Wide appreciation of analytics in driving outcomes for both customers and the business
• Previous working experience in a customer service environment
• Excellent knowledge of Safaricom products and services

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on Ethiojobs.net