Regional Activation Executive at Safaricom Kenya

Brief Description

Reporting to Senior Manager Enterprise Sales – SME and Regional Operations, the position will ensure Deployability for Enterprise Fixed and Mobile Services Orders, facilitate handover of the orders to billing conversion touch points and ensure SLA and Quality standards in the activation process are conformed to.

Responsibilities for the Regional Activation Executive Job

• Front Door for receiving Enterprise customer service requests
• Pre-vetting Enterprise Service Orders
• Record and Track orders submitted to the Demand Desk
• Managing of Fixed Service and mobile service activations
• Manage Reconciliations related to service discrepancies
• Monitoring activation process standards
• User Acceptance Testing for New products and enhancements
• 95% accuracy of Siebel Orders from creation, modification, submission and completion.
• 100% quality closure of Siebel Service Request tickets/emails with complete details as per given requirements.
• 100% Service Activation against each Siebel Service Request.
• Achieve >95% customer satisfaction in Internal Monitoring standards related to service activation.
• 100% Capturing of customer info and tagging of accounts and 99% contacts accuracy.
• Achieve Nil Credit notes as a result of negligence or inaccurate information.
• 95% First Contact Resolution of all SRs and requests (Non-Negotiable).
• Use professional language and terminology fit for purpose and audience
• 100% Support to Regional Set up and Activation through training of new products and Processes.

Requirements for the Regional Activation Executive Job

• University Degree
• At least 3 years working experience in a customer service environment preferably two years have been in sales or the ability to demonstrate the skills required for the effective supervision of a team;
• Strong communication and analytical skills.
• Excellent knowledge of Safaricom products and services
• Proactive, confident, energetic and able to work under pressure with a positive attitude.
• Creative, complex problem-solving skills.
• Self-motivated, requiring little supervision.
• Project management skills.
• Confidential and Sensitive Information: This position has both exposure and access to customer proprietary information.
• Excellent knowledge of Safaricom processes, policies and procedures;
• Demonstrable good written and verbal communication skills;
• Excellent ‘people skills’ for building relationships with colleagues at all levels

Additional Details

• Pro-actively adapts own style and approach to build rapport, and work with others more effectively
• Thinks about processes and problems cross-functionally and end-to-end
• Finds creative ways to exploit opportunities and solve problems
• Uses data and research to make decisions that are competitively and financially robust