Retail - Customer Experience Executive at Safaricom Kenya

Job description

We are pleased to announce the vacancy for Retail Customer Experience Executive in the Regional Sales and Operations Departments within the Commercial Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Retail Centre Manager, the position holder will be responsible for delivering high quality Retail customer service and deliver sales revenue as per the set performance targets, through demonstration of Safaricom Way values.

Key Responsibilities

• Ensure the attainment of individual revenue target towards the team target for device sales through cross/up selling and data connection by providing a one stop total solution.
• Deliver quality customer experience in all interactions with customers that meets and surpasses set individual & team NPS target.
• Update customer records accurately on systems and databases including KYC procedures
• Take ownership of all orders generated and any customer issues arising.
• Escalation of customer issues and follows up to ensure issues are closed within agreed SLA.
• Accuracy in performing payment transactions for Customers and staff on the computer systems and manual system.
• Accurate and timely reconciliation of Cash and Stocks issued.
• Preparation and submission of daily collection reports for all tender types in accordance to the laid down procedures
• Responsible for ownership and confidentiality of customer documents/records including filing of the same
• Contribute to the demand reduction agenda through advocating for alternative channels
• Thorough Safaricom product and Services knowledge
• Availability and adherence to operational processes, schedules and dress code

Job Requirements

• Diploma from a recognized Institution.
• At least 2 years’ experience in a customer service/ sales related role
• Must have at least 1-year experience in a busy retail sales environment
• Sales experience within Telco or FMCG industry will be an added advantage
• Conversant with all Safaricom products and services and data propositions.
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
• Proactive, confident, energetic.
• Strong sales and negotiation skills.
• Ability to work with others

Additional Details

As part of our recruitment process we will request the below documentation which will be required as soft copies at a later stage of the process.

• An updated CV with a confirmation of three referees- 2 must be professional and must have supervised you at some point, the other referee can be a colleague in the same professional field. If the referees are within the same organization that you are working with, you will need to confirm to us that it’s okay to contact them in writing (via email).
• This also includes all references within the Human Resources department.
• Scanned copy of certificate of good conduct from the CID (Less than 1 year old) - Applicable to Kenyans Only
• Scanned copy of certificate from Credit Reference Bureau (CRB) – Applicable to Kenyans Only
• Scanned copy of University Certificate
• Scanned copy of your National ID / Passport - Legal Form of Identification

NB: The Vacancies are across all regions within the country