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 Analyst – Digital/Online Services within the 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 Manager – Digital/Online Services the role holder will support digital channels services that offers first class customer interactions via digital and online channels (IVR/SMS/USSD/Email/Web Chat/Social Media/Safaricom App)

Job Responsibilities 

• Support the growth and penetration of the digital uptake, cutting across IVR, USSD, SMS, Chat, Email, Social media and the APP.
• Document, review and update on all new/modified functionalities on digital systems and processes staying in tune and adopting the latest digital trends across all digital channels. 
• Implement new/modified functionalities as per approved plans and within agreed timeframe
• Continuously obtain feedback on the digital channels and processes and address any gaps from key stakeholders through research and analysis
• Coordinate digital innovation initiatives and follow through to implementation
• Carry out business analysis for the improvement of existing systems and provide recommendation on improvement of systems on a quarterly basis.
• Implement identified improvements
• Identify training and development requirements for Digital Agents enabling them to meet their performance targets through scheduling of training interventions.
• Ensure quality of escalations from the team meet laid down standards to promote faster resolution to customer queries.
• Initiate disciplinary process on non-performance issues with evidence of documented support initiatives to enable Agent performance improvement.
• Implement initiatives to maintain digital channel NPS on an upward trend
• Continuously update and maintain Digital Channels Content Management
• Participate in the development of the annual performance plans for consumer care digital channels
• Provide input in the development of the Digital Channels Road map
• Internal and External stakeholder engagement

Job Requirements

Qualifications

• 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 CLICK HERE