Senior Officer - Vendor Experience at Safaricom Kenya

Reporting to the Operations Manager, the Senior Officer - Vendor Experience will ensure an excellent customer experience end to end. Analyzing, understanding and executing constant improvements to the online/onsite and offline experience. Ensure an excellent vendor experience, supporting variety of touch points across our platform, from onboarding to execute commercial/operation plans. Responsible for the VNPS and NPS of the department, ensuring the right communication to the rest of the team and constantly exploring improvements to the KPIs.

Detailed Description

• Work to ensure that customer order are fulfilled flawlessly as per SLA
• Improve the customer experience based on feedback from customers,internal stakeholders and recommend remedial practices
• Perform quality checks and monitor customer satisfaction KPIs anddrivers
• Ensure seamless vendor experience while trading and offer exceptional support
• Create relevant training materials and train new and existing vendorson how to be successful on using the platform
• Monitor vendors to ensure they fulfill order within SLA withoutcancellation
• Solve all vendor issues such as they arise e.g. Systems, contentcreation and reconciliation or escalating to the relevant departments.
• Follow up with relevant departments to ensure  smooth vendor operations e.g. Finance and Warehousing , content creation, customer support, Technology teams etc

Job Requirements

• Excellent project management skills
• Understanding of e-commerce on-boarding requirements
• Comfort with complex database structures and queries.
• Thrive in the face of ambiguity and constant change.
• Must work well in the face of aggressive deadlines, while maintaining data integrity and accuracy.
• Must be willing and able to accommodate flexible work schedule during critical business periods.
• Must exhibit high degree of ownership and accountability.
• Strong communication skills

Additional Details

Critical Success Criteria:

• Excellent project management skills
• Goal/performance oriented.
• Customer oriented (vendors + customers)
• Knowledge of the market, able to understand pain points andindicate/execute solutions
• Able to create reports, plan and organize a complex structure as Vendorand Customer experience
• Able to work under pressure.