Safaricom Ethiopia Vacancy For Fresh Graduate 2022 , 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 . 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 .

Role Title : Care Desk Experience Executive

Function : Sales and Distribution

Location : Addis Ababa , Hawassa , Sodo , Shashemene , Asella , Arba Minch , Asossa , Aweday , Semera , Sebeta , Nekemet , Jimma , kombolcha , Hosana , Nekmet , haromaya , Gondar , gambela , Dilla , Disse , Debre Markos , Debre Birhan ...

Application deadline : Wednesday , 14 September 2022

We are pleased to announce the following vacancy for Care Desk Experience Executive within the Sales and Distribution 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 Retail Centre Team Leader , the role holder will be responsible for frontline delivery of high - quality customer service in all interactions with customers visiting our distribution network .

Job Responsibilities

• Offer exceptional front - line support to customers visiting customer care desks and ensure that customers are satisfied with the services .

Identifying and assessing a customer's needs to ensure they are satisfied .

• Delivery of world class customer service in all interaction with customers that meets the set individual NPS Target

• Handling customer complaints in a professional manner - ensuring customer is satisfied at the end . Taking ownership of customer issues arising by always maintaining daily log of all escalated issues and communicate resolutions / delays to including the customer .

• Each Customer interaction should build lasting relationships with customers , ensuring they feel supported and valued

Escalation of customer issues and follows up to ensure issues are closed within agreed SLA , correct escalation matrix must be followed to ensure customer issue is closed within SLA

• Achievement of set individual target on delivery of quality customer service as per set SLA / service level .

Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end Adherence to documented operational processes , procedures , and standards

• 100 % accuracy on all issues escalated and ensure end to end follow - ups

• Responsible for ownership and confidentiality of customer documents / records including filing of the same

• Accuracy and integrity of Customer data .

• Ensure achievement on all care desk performance management parameters with focus on continuous improvement

• Adherence to set non - negotiable customer service standards , culture , and engagement

• 100 % adherence to processes and procedures for provision of service as stipulated

Job Requirements

• Degree from a recognized Institution .

• At least 0 / 1 - year experience in a customer service environment

• Proactive , confident , energetic .

• Ability to prioritize work

• Ability to cope with pressure from customers while delivering quality service

• Able to probe and ask questions to get more information from customers

• Able to advice the customers on service plans that best suits their needs / lifestyle

• Able to explain the value of the service offered to the customer by comparing with what is available in the market .

How to Apply

Interested and qualified applicants can submit their Resume/CV via email: snd.recruitment@safaricom.et

Note: Please include the Job title in the subject line of your email