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  • Posted: Apr 18, 2018
    Deadline: Not specified
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    Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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    Merchant Onboarding Support Contractor

    Department Description

    We are pleased to announce the following Job vacancy-Contractor- in the Merchant Payments Department within the Enterprise Business Unit 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 Merchant Onboarding Manager -Merchant Payments, the position holder will support Merchant acquisition & merchant administration tools, Manage 20/80 merchant relationship to deliver on business objectives, Implement merchant management & support mechanisms in line with business processes to support Merchant Services .The role will also involve Supporting Acquirers & sales team in merchant roll out services.

    Detailed Description

    • General Administrative support for the Acquirer & Merchants
    • Ensure achievement of 100% SLAs on Merchant processes
    • Liaise between Safaricom, Merchants, acquirers, and regional sales teams
    • Provide back-up for Merchant customer acquisition activities
    • Facilitate availability of business tools, novelties to enhance Merchant & Introducer/business activities
    • Provide administrative support in Activating & support to recruited merchants
    • Ensure 100% compliance on Know Your Customer (KYC) details prior set up of Partner/Merchant outlets
    • Communicate on issues of non-compliance/irregularities to Partners
    • Ensure prompt & efficient set up of  acquired/new Merchant outlets  and business Partners
    • Ensuring that Merchant in the regions achieve transaction value targets
    • Facilitate attendance to walk-in customers
    • Sending Merchant correspondence, calling & attending to merchants queries for all assigned merchants
    • Preparing correspondence on internal and external requests
    • Prepare daily, weekly, monthly and quarterly analytic transaction and Merchant registration reports for the department/Introducer as requested

    Job Requirements

    • Degree in a Business Administration related field
    • Intermediate knowledge of business finance principles is essential.
    • Highly results and performance oriented
    • Excellent team player with good management skills.
    • Excellent Negotiation/Influencing and Presentation skills

    Additional Details

    Demonstrated record of handling Merchants in various touch points.

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    Customer Experience Assesor Contractor

    Department Description

    We are pleased to announce the following Contract Job Opportunity in Customer Experience Department within the Customer 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 Quality Assurance Manager, the position holder will be responsible for conducting Customer Experience Assessments for service Quality assurance and improvement

    Detailed Description

    • Work with Supporting Quality Analysts to perform daily, monthly accurate, consistent and constant assessments/ monitoring of individual service quality levels
    • Execute customer interviews using provided Data and compliance guidelines and processes provided while maintaining professionalism
    • Work with the system support Analyst to give improvement opportunities on the Quality Management systems or tools being used
    • Provide monthly performance reports with SWOT analysis, best practice recommendations towards performance improvement
    • Ensure Quota achievements by coordinating with the Quality Analysts and efficient use of systems provided and through weekly progressive reports
    • Ensure improvement of customer experience by giving recommendations based on customer feedback
    • Consistently escalate customer issues through the provided systems
    • Ensure consistent communication to supporting Quality Analyst on all issues affecting experience in all Touch points being handled
    • Provide consistent feedback to the stakeholders on system improvement opportunities arising during day to day work
    • Participate in other customer experience improvement activities being carried out by the Quality Assurance and Customer Experience Department team

    Job Requirements

    • A degree or Diploma in a relevant field
    • Above average typing and IT literacy skill with Proficiency in Advance MS Excel and other MS Office working tools
    • At Least 2 years’ experience in data collection, data mining, interpretation, and report writing
    • At least 1 year proven working experience in a customer service related field
    • Good interpersonal skills and ability to work in a team.

    Additional Details

    • Good communication and presentation skills
    • Ability to Plan for Quotas and analyze data collected
    • Follow-up on unresolved issues identifies
    • Work with a team and other stakeholders
    • Ability to work autonomously and to take on increased ownership and responsibility when necessary
    • Review the centrally published library of policies and procedures are reviewed and updated
    • Maintain a positive attitude and enthusiasm when faced with routine work
    • Good interpersonal skills
    • Ability to multitask and attention to detail
    • Integrity – the job requires one to be honest and ethical
    • Reliable, responsible and dependable in fulfilling obligations
    • Note: this is an entry level contract position

    go to method of application »

    Manager Government Relations

    Department Description

    We are pleased to announce the following vacancy in the Regulatory & Public Policy Department within the Corporate Affairs 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 Senior Manager- Government Relations, the role holder will be responsible for developing and implementing a Government stakeholder engagement policy and specifically will engage and maintain relations with key government offices affecting Safaricom’s commercial and technical operations.

    Detailed Description

    • Stakeholder Management - To develop and manage professional relations with relevant officials in National and County offices, statutory organizations, Commissions, Authorities and any other organizations holding administrative authority which affects Safaricom’s operations;
    • Manage engagement with the abovementioned organizations in the law-making process at National and County level to ensure that Safaricom’s interests are safeguarded;
    • Ensure compliance with National and County legislation as well as manage dispute resolution with the abovementioned organizations;
    • Supervise day to day implementation of policy and engagement plans;
    • Dispute Management - Ensure management of disputes arising between Safaricom County offices, statutory organizations, Commissions, Authorities and any other organizations holding administrative authority and facilitate rollout of Safaricom’s commercial and technical interests;
    • Reporting - Prepare detailed planning and implementation reports providing status and levels of attainment of defined objectives;
    • Market Intelligence - Report on market developments as well as proposed and new legislation at National and County levels with potential impact on Safaricom’s operations clearly providing an action plan;
    • Report on development of County administration structures and their impact on Safaricom’s operations;
    • Act as the liaison between business units and the Government in support delivery of Safaricom business.

    Job Requirements

    • Bachelor’s Degree in Political Science/ Law/Governance
    • Post Graduate Qualifications will be an advantage
    • 3 to 5 years’ working experience at a senior level in a relationship management role in government or a corporate entity

    Additional Details

    As part of the interview process external candidates should prepare the following documentation which will be required at a later stage based on your performance in the interviews/assessments.

    • An updated CV with contacts of three referees, 2 who must be professional and must have supervised you at some point, the other referee can be a colleague in the same professional field.
    • Kenyan Certificate of Good Conduct (Less than 1 year old) or a receipt of the same from the CID pending release of the hard copy document.
    • Clearance certificate from a reputable Credit Reference Bureau (CRB).
    • University Degree Certificate/ Letter of completion from University in case you have not received your degree certificate.
    • National ID/Passport.

    Method of Application

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