Role purpose:

Responsible for frontline delivery of high-quality customer service in all interactions with customers visiting Safaricom customer care touch points.

Key Accountabilities and Decision Ownership:

·       Offer exceptional front-line support to CBU, EBU and M-PESA customers, agents and merchants visiting customer care touch points and ensure that customers are satisfied with the services.

·       Delivery of world class customer service in all interaction with customers that meets the set individual TNPS target.

·       Handling customer complaints in a professional manner, ensuring the 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.

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

·       Adherence to documented operational processes, procedures, and standards.

·       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.

·       Serve as focal point in transferring knowledge and standards through training and other means to all Safaricom distribution network staff.  

·       Any other duty assigned by the Team Leader.  

Creativity and Innovation

• Identifying and assessing customer’s needs to ensure they are satisfied.

• Ensuring each customer interaction to build lasting relationships with customers, ensuring they feel supported and valued.

Key performance indicator:

• 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.

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

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

• Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end.

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

Job Requirments

Must have technical / professional qualifications:

• Degree from a recognized Institution.

• 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.

• Proficiency in local language 

Desired

• Working in Safaricom distribution channel or customer care with distinctive performance.

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 the career portal online by using THIS LINK. Remember to attach your resume.

The closing date for receiving applications is   Tuesday, 14 May 2024, 5:00pm