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Customer Experience Executive Job in Kenya - Safaricom

Customer Experience Executive

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.
Brief Description
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.


·         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


·         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

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