Current Openings at Safaricom Investment Co-operative (S.I.C.)

• The Customer Experience Lead will ensure delivery of superior customer experience at all points of our customer's journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Key Responsibilities:

• Oversee and guide the Customer Experience (CX) team, including hiring, training, coaching, and addressing team inquiries.
• Manage all aspects of call performance, client follow-ups, and face-to-face customer interactions, ensuring high standards of service.
• Support the creation and implementation of CX policies, ensuring compliance with established procedures and controls.
• Develop and utilize methods to measure and improve customer satisfaction, including gathering feedback and analyzing service data.
• Address and resolve customer complaints and major incidents such as refunds and compensation, both through direct communication and social media.
• Maintain accurate records of all customer interactions, complaints, and correspondence to ensure thorough documentation.
• Oversee group email responses and manage front office operations, including rotating staff to gather Net Promoter Score (NPS) ratings.
• Track, analyze, and report on CX metrics, including customer service levels and budget expenditures related to CX activities.
• Develop and manage processes for collecting and acting on customer feedback and complaints.
• Lead the implementation of systems and processes designed to enhance the overall customer experience.

Qualifications:

• A Degree in Public Relations, Communications or a related field.
• Experience of over 3 years in a busy environment
• Some of the key skills for this role are leadership, great communication Skills, great customer service, great analytical skills and good organizational Skills.

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What You Will Do

• Support the planning and execution of internal audit engagements according to the approved annual plan.
• Conduct testing on various processes and controls to ensure their effectiveness.
• Prepare detailed work papers and document audit findings in line with audit standards.
• Contribute to the creation of audit reports and presentations.
• Help in tracking and following up on audit recommendations and action points.
• Assist in evaluating business processes and identifying areas for improvement.
• Join discussions and meetings related to audit findings and recommendations
• Handle administrative tasks such as scheduling meetings and organizing files.
• Stay updated on industry trends and developments in internal auditing.
• Perform other tasks as assigned by the line manager.

Qualifications

• Bachelor%u2019s degree in Accounting, Finance, Business Administration, or a related field.
• CPA 2
• Familiarity with audit software and data analytical tools is an added advantage.

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What You Will Do

• Oversee and address daily customer issues and disputes.
• Adopt and implement a customer relationship system to enhance customer loyalty.
• Assist in coordinating with internal teams to ensure seamless customer service.
• Handle all inbound calls through the customer care line, maintaining a call success rate of over 90%.
• Escalate customer issues to appropriate officers and provide first call resolution.
• Engage in cross-selling products during customer calls.
• Manage the main customer service email address, ensuring responses are prompt, accurate, and within 12 hours.
• Follow up on open email cases to ensure resolution and capture customer feedback for improvement.
• Maintain a tidy front office with necessary informational materials, and support in receiving and distributing documents.
• Provide courteous and professional service at the reception, anticipating and responding to customer needs effectively.

Qualifications

• At least 1 year experience working in a call centre.
• Diploma / certificate in public relations, communications or related field.
• some of the key skills required for this role are great communication skills good analytical skills and organizational skills.