Customer Experience Executive - Retail Care Desk at Safaricom Kenya

Department Description

We are pleased to announce the following 6 months Fixed Term contract vacancy within the Regional Sales and Operations Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the Retail Center Manager, the position holder will deliver high quality customer experience in our Retail Care Desk touch point and deliver market intelligence through customer feedback and interactions.

Detailed Description

• To offer high quality customer experience to all our customers
• To manage and resolve customer complaints.
• To provide customers with products and service information by clearly explaining procedures, providing solutions and relevant information.
• To identify and escalate priority issues and where necessary, follow up customer concerns.
• To document all customer interaction information according to standard operating procedures.
• To ensure accurate and timely filing of all presented customer documentation.
• To maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.

Job Requirements

• Degree/Diploma in any business related field.
• Experience working with Safaricom business partners will be considered as added advantage.
• Experience with mobile phone vendors will be highly advantageous
• 1 year Sales Experience in a retail environment
• Excellent understanding of Safaricom products & Services.
• Excellent written and verbal communication skills coupled with good listening and critical reasoning skills.
• Great service attitude towards customer satisfaction
• Demonstrate ability to handle pressure and perform duties well to completion
• Demonstrate ability to be a team player, working to achieve own and team targets

Additional Details

Successful candidates should be ready to work in any part of the country