Role Purpose:
As a Trade Experience Executive, you’ll be responsible for delivering exceptional customer service to Safaricom customers visiting customer care touch points. Your role involves handling customer inquiries, resolving complaints, and ensuring customer satisfaction.
Key Accountabilities and Decision Ownership:
- Provide frontline support to CBU, EBU, and M-PESA customers, agents, and merchants.
- Deliver world-class customer service to meet individual TNPS targets.
- Handle customer complaints professionally and ensure resolution.
- Take ownership of customer issues, maintain a daily log, and communicate resolutions.
- Adhere to operational processes, procedures, and standards.
- Maintain confidentiality and accuracy of customer records.
- Ensure achievement of Care Desk performance management parameters.
- Transfer knowledge and standards through training to Safaricom distribution network staff.
- Perform any other duties assigned by the Team Leader.
Creativity and Innovation:
- Identify and assess customer needs to ensure satisfaction.
- Build lasting relationships with customers through each interaction.
Key Performance Indicators:
- Timely escalation and resolution of customer issues within SLA.
- Accuracy and completeness of issue escalations and follow-ups.
- Adherence to processes, procedures, and KYC guidelines.
- Compliance with non-negotiable customer service standards.
Job Requirements:
- Bachelor’s degree from a recognized institution.
- Proactive, confident, and energetic.
- Ability to prioritize work and handle pressure.
- Strong communication and interpersonal skills.
- Proficiency in the local language.
Desired:
- Previous experience in Safaricom distribution channel or customer care with exceptional performance.
How to Apply:
If you meet the qualifications and are ready for the challenge, update your candidate profile on the career portal and click on the apply button. Remember to attach your resume.