Customer Experience Assistants Jobs: Safaricom Kenya

We are pleased to announce the following vacancy within the Call Centre Division.
In keeping with our current business needs, we are looking for contract staff to be paid on hourly basis who meet the criteria indicated below:
Customer Experience Assistants
Ref: CC -CCA – JUN10
Reporting to the Call Centre Team Manager, the role of the Customer Experience Assistants will be to build and maintain strong customer relationships with all calling customers as per set Customer Management standards.
The Customer Experience Assistant will be responsible for responding to customer’s queries and providing information to customers/subscriber on all issues through the allocated calling lines.
The job holder’s key responsibilities will be:
  • Delivery of high quality service to all calling customers;
  • Educating calling customers on all Safaricom products and services;
  • Ensuring First Contact Resolution where possible, and escalating and following up issues to resolution where applicable;
  • Maintaining high customer satisfaction for all the corporate accounts handled while reducing churn;

  • Collecting and recording all information provided by calling customers for use in provision of quality service;
  • Following call center laid down processes, procedures & instruction in provision of services.
The ideal candidate should possess the following skills & competencies:
  • Diploma or certificate in relevant fields;
  • At least 10 years hands on customer service experience in a dynamic environment;
  • Computer literate with a certificate in Ms Office or proven hands-on working knowledge with Ms Office applications;
  • High level knowledge of MS Office applications;
  • Good working knowledge of  MS Office applications is a must;
  • A highly organized, conscientious and detail oriented individual;
  • Excellent communications, interpersonal, presentation, and negotiation skills;
  • An excellent planner and organizer;
  • Ability to influence and advice stakeholders;
  • Good problem solving, analytical and decision making skills;
  • A highly credible, focused individual;
  • Proactive, confident, energetic and able to work under pressure with a positive attitude
If you are mature, have worked in a busy customer service environment for over 10 years and are up to the challenge, posses the necessary qualifications and experience, please send your resume and application letter indicating why you are the most suitable candidate for the role clearly quoting the job title and Ref No to the address below.
All applications should be received by Friday 25th June 2010.
The Senior Manager – Talent Acquisition
Safaricom Limited
Via email to: hr@safaricom.co.ke