Safaricom Vacancy
Safaricom
Safaricom Ethiopia to announce the following vacancies for fresh and qualified applicants. Safaricom is a purpose-led technology and communication company committed to contributing to Ethiopia’s digital transformation and inclusion objectives. Our trip began in May 2021, when our international consortium named the Global Partnership for Ethiopia, comprising Safaricom Plc, Vodafone Group, Vodacom Group, Sumitomo Corporation, and British International Investment( formerly known as CDC Group) was announced as the winning applicant for a license to operate telecommunication services in Ethiopia. We were granted a civil full-service Unified Telecommunications Service License on 9 July 2021 and were officially registered as Safaricom Telecommunications Ethiopia Plc in July 2021. We're building strong foundations through win-win partnerships to provide services that will transform Ethiopian Lives.
Position Trade Experience Executive
- Must have specialized professional qualifications
- Degree from a recognized Institution.
- visionary, confident, and energetic.
- Ability to prioritize work.
- Ability to cope with pressure from customers while delivering quality service.
- suitable to probe and ask questions to get more information from customers.
- suitable to advise the customers on service plans that their needs lifestyles.
- suitable to explain the value of the service offered to the customer by comparing it with what's available in the request.
- Proficiency in original language
Desired
- Working in Safaricom distribution channel or customer care with distinctive performance.
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, nd merchants visiting customer care touch points and ensure that customers are satisfied with the services.
- Delivery of world-class customer service in all interactions with customers that meet the set individual TNPS target.
- Professionally handling customer complaints, ensuring the customer is satisfied at the end.
- Taking ownership of customer issues arising by always maintaining a diurnal log of all escalated issues and communicating judgments delays to including the customer.
- Achievement of setting individual targets on delivery of quality customer service as per set SLA/ service level.
- Adherence to documented functional 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 operation parameters with focus on nonstop 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 requirements to insure they're satisfied.
- Ensuring each customer's commerce builds lasting relationships with customers, ensuring they feel supported and valued.
Key performance indicator
- Escalation of customer issues and follow-up to ensure issues are closed within agreed SLA, correct escalation matrix must be followed to ensure client 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 client records accurately on systems and databases including following KYC procedures end to end.
- Adherence to setnon-negotiable customer service standards, culture, and engagement.
Location S&DRegion_North, Mekelle, Tigray
How to Apply
However, kindly proceed to modernize your candidate profile on the career portal and then Click on the apply button, If you feel that you're up to the challenge and possess the necessary qualifications and experience. Remember to attach your resume. The closing date for receiving applications is Tuesday, 14 May 2024, 500 pm Only short listed candidates will be contacted.
