Customer Experience Executive
JOB DESCRIPTION
We are pleased to announce
the following job vacancy within the Channels Division – Contact Centre. In
keeping with our current business needs, we are looking for a person who meets
the criteria indicated below.
Brief Description
Reporting to the Team
Leader – Contact Centre Operations, the position holder will deliver high
quality Customer Service and provide 1st line support to customer queries
through the allocated channels while demonstrating Safaricom Way, Values and
Behaviors.
Key
Responsibilities
Have
the right mindset and Safaricom DNA to represent the Brand at the Front line.
Maintain
a positive attitude and calmly respond to customers’ enquiries.
Ensure
the attainment of individual target towards the team target through cross/up
selling and data connection by providing a one stop total solution.
Delivery
of high-quality Contact Centre customer service in all interactions with
customers that meets and surpasses set individual & team Net Promoter Score
target.
Update
customer records accurately on systems and databases including Know Your
Customer procedures.
Take
ownership of all customer issues arising. Manage and resolve customer
complaints.
Attract
customers by promoting our products, services and company positively,
answering questions and addressing concerns as they arise. Recommend
possible products to meet the customers’ needs.
Maintain
and improve quality results by adhering to standards and guidelines and
recommending improved procedures.
To
provide customers with products and service information by clearly explaining
procedures, answering questions and providing relevant information.
Responsible
for ownership and confidentiality of customer documents/records. Ensure
accurate and timely filing of all presented customer documentation.
To
identify and escalate priority issues and where necessary, follow up customer
concerns to ensure issues are closed within agreed SLA.
Contribute
to the Customer pain point reduction agenda through advocating for alternative
channels.
Thorough
Safaricom product, Services & Systems knowledge.
Availability
and adherence to operational processes and schedules.
Qualifications
Diploma
or Bachelor’s degree from a recognized Institution.
Minimum
of 3 years’ experience working in a customer facing role or a general trade
environment
Excellent
understanding of Safaricom products and services (both post and prepaid).
Excellent
understanding of Safaricom data activation processes.
Excellent
written and verbal communication skills(articulate) coupled with good listening
and critical reasoning skills.
Proactive,
confident and energetic and able to prioritize work well while giving high
standards of customer service.
Great
service attitude towards customer satisfaction
Demonstrate
ability to handle pressure and perform duties well to completion.
Demonstrate
ability to be a team player, working to achieve own and team targets.
Computer
literacy and Technology Knowledge.
Proven
negotiation skills.
Excellent
collaboration skills & Teamwork.
Ability
to work in Shifts.
Ability
to work in any of the Safaricom Contact Centre locations.
How To Apply
https://jobcenterkenya.com/customer-experience-executives-jobs-in-kenya-safaricom/
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