Customer Support Lead at Safaricom Kenya

Job Responsibilities 

• Health and Safety; Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work and  adhere to safety, health, and wellbeing  policies, guidelines and procedures in all actions and decisions.
• Managing relationships with hardware and software vendors, service providers, and third-party suppliers to ensure timely delivery of products and services, negotiate contracts, pricing and resolve issues or escalations.
• Lead the different consortiums in the cluster on matters related to customer support and escalations on rolled out products
• Delivery of high-quality Customer Support Centre with different escalation matrices in all interactions with customers that meets and surpasses set individual & team Net Promoter Score target.
• Provide a dedicated help desk or support line for immediate assistance with system-related issues, including technical problems and user errors. 
• Take ownership of all customer issues arising. Lead team in resolving customer complaints. 
• Lead team in Identifying and escalating priority issues and where necessary. Following up on customer concerns to ensure issues are closed within agreed SLA.  
• Ensure a structured process for tracking, managing, and resolving incidents, including escalation procedures for critical issues. 
• Establish mechanisms for receiving and addressing feedback from users regarding system performance and support services. 
• Maintain an internal repository of troubleshooting guides, best practices, and system documentation for easy reference by the support team. 
• Cross-functional Collaboration: Working closely with internal and external stakeholders such as customer support, technical support, logistics and sales to coordinate inventory-related activities and ensure alignment with overall business goals and objectives. 
• Team Leadership and Development: Leading a team of end-user device technicians, call center and Technical Support, including recruitment, training, performance management, and mentorship. Fostering a collaborative and customer-focused work environment.
• Compliance and Regulation: Work closely with legal team, supply chain, marketing, and PR team as well as other stakeholders in ensuring compliance with regulatory requirements and industry standards governing inventory management.

Qualifications

Must have technical / professional qualifications: 

• Degree in any business-related field. 
• 3 years of direct Support of Information Systems in a busy Service Provider environment   support Center and customer experience.
• At least one year experience in public sector 
• Project Management certifications will be an added advantage.
• Previous experience with partner management, business, procurement and budgeting is an added advantage
• Experience in Agile delivery