Customer Experience Associate at Safaricom Kenya

Job Description (adsbygoogle = window.adsbygoogle || []).push({}); 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. SummaryReporting to the Product Owner, the role holder will build and maintain a strong customer relationship with an identified premium market via telephone and site visits as per set Customer Management standards. They will also be responsible for responding to customer’s queries and providing information to customers/subscriber on all issues through the allocated corporate line.Key ResponsibilitiesService Quality Provide a premium service to high value customers – i.e., corporate customers.Educating customers on all our products and services while delivering high quality services to our customers. Firsthand contact resolution Ensure First Contact Resolution where possible and escalate and follow up issues to resolution when applicable. Customer Satisfaction Maintain high customer satisfaction for all the corporate accounts handled while reducing churn.Detail documentation of procedures that improve on data services, product use and overall customer experience. QUALIFICATIONSMust have technical / professional qualifications: Must have served as a CCR in Safaricom for at least 2 years, of which the last 12 months must have been in line or , or on the Advantage/Prestige deskExcellent knowledge of Safaricom products and servicesExcellent knowledge of CM operations and proceduresExcellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skillsProactive, confident, energetic, and able to work under pressure with a positive attitude and use good organization skillsExcellent interpersonal skillsGood decision-making skills