Customer Support Executive at Safaricom Kenya

Reporting to the Senior Manager – Segments, the position holder will deliver direct support to Agribusiness clients signing up for the Connected Farmer solution, the Client Support Executive will work closely with the Agribusiness segment, Business partners, Agribusinesses and farmers.

S/he will be responsible for effective solutions roll out to targeted agribusiness clients in line with KPIs identified as success criteria.

S/he will be responsible for work planning; mobilization and re-training of solution users and offering follow up support. Additionally, s/he will monitor impact/effectiveness at the individual user level and help them on-board their farmers to the system.

The Client Support Executive will also be required to provide regular reports on the progress of the program activities. Identification, tracking and delivery of success criteria in line with the Agribusiness’s objectives and CFA expectations.

Customer Support Executive Job Responsibilities

Client Solution Roll out Support

• Act as liaison between CFA and client companies/Agribusinesses ensuring requirements for solution roll out are gathered and in the correct format. This requirement will include but not be limited to Farmer Data sets; users contact details.
• Participate in the deployment of CFA solution interface focusing on usability and compliance in relation to the
• Product Definition Document.
• Coordinate the solution roll-out activities to the client/agribusinesses and escalate any challenges experienced while using the system to the team.
• Document successes and challenges from Client companies/Agribusiness in rolling-out CFA solution as well as lessons learnt and best practices in pilot roll out.

Capacity Building Support

• Support the Business in executing capacity building activities
• Support business in organizing capacity building forums for Agribusinesses and farmer activation forums
• Support the Business in monitoring and reporting Capacity building initiatives

Drive for results – Learning, M&E system operational

• In collaboration with the Agribusiness identify CFA success criteria and metrics (KPIs)
• Drive for the achievement of the KPIs in collaboration with the Agribusiness and highlight possible risks
• Document successes and challenges from Client companies/Agribusiness in achievement of KPIs
• Maintain an updated electronic and manual reports of the Client Solution Roll out progress using CFA predefined tools

Client Workshops logistics

• Support the trainings with the Client companies in liaison with the Business.
• Compile training reports as required

Requirements for the Customer Support Executive Job

• Must have technical / professional qualifications:
• Degree holder in business related/Information Technology or Agribusiness field.
• Good understanding of mobile technology applications.
• Good training delivery and reporting skills
• Good interpersonal and communication skills

Key performance indicators:

• Achievement of 100% solution adoption by Agribusiness
• Maintenance of product Client suggested improvements logs

Note: This is a 6 months contract position