Customer Experience Executive
Location: Nairobi, KE
Brief Description
Location: Nairobi, KE
Organization Name: Regional sales and
Operations
Department Description
We are pleased to announce the
following job vacancy within the Regional Sales and Operations Division. In
keeping with our current business needs, we are looking for a person who meets
the criteria indicated below.
Reporting to the Retail Center
Manager,the position holder will deliver high quality Retail Customer Service
and deliver sales revenue as per set shop performance targets through
demonstration of Safaricom Way values.
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.
·
Delivery of high quality retail sales
customer service in all interactions with customers that meets and surpasses
set individual & team Net Promoter Score target.
·
Update customer records accurately on
systems and databases including Know Your Customer procedures
·
Take ownership of all orders
generated and any customer issues arising.
·
Escalation of customer issues and
follows up toensure 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 and schedules
Requirements
·
Diploma OR Bachelor’s degree from a
recognized Institution.
·
At least 2 years’ experience in a
retail sales or general trade environment
·
Conversant with Safaricom products
and services(Both post and prepaid).
·
Excellent understanding of Safaricom
data activation processes.
·
Excellent written and verbal
communication skills(articulate) coupled with good listening and critical
reasoning skills.
·
Proactive, confident and energetic
and able to prioritize work well while giving high standards of customer
service
How to Apply