Customer Experience Executive

JOB DESCRIPTION

We are pleased to announce the following job vacancy within the Channels Division – Contact Centre. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the Team Leader – Contact Centre Operations, the position holder will deliver high quality Customer Service and provide 1st line support to customer queries through the allocated channels while demonstrating Safaricom Way, Values and Behaviors.

RESPONSIBILITIES

• Have the right mindset and Safaricom DNA to represent the Brand at the Front line.
• Maintain a positive attitude and calmly respond to customers’ enquiries.
• Ensure the attainment of individual target towards the team target through cross/up selling and data connection by providing a one stop total solution.
• Delivery of high-quality Contact Centre 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 customer issues arising. Manage and resolve customer complaints.
• Attract customers by promoting our products, services and company positively, answering questions and addressing concerns as they arise. Recommend possible products to meet the customers’ needs.
• Maintain and improve quality results by adhering to standards and guidelines and recommending improved procedures.
• To provide customers with products and service information by clearly explaining procedures, answering questions and providing relevant information.
• Responsible for ownership and confidentiality of customer documents/records. Ensure accurate and timely filing of all presented customer documentation.
• To identify and escalate priority issues and where necessary, follow up customer concerns to ensure issues are closed within agreed SLA. 
• Contribute to the Customer pain point reduction agenda through advocating for alternative channels.
• Thorough Safaricom product, Services & Systems knowledge.
• Availability and adherence to operational processes and schedules. 

QUALIFICATIONS

• Diploma or Bachelor’s degree from a recognized Institution.
• Minimum of 3 years’ experience working in a customer facing role or a general trade environment
• Excellent understanding of 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.
• Great service attitude towards customer satisfaction
• Demonstrate ability to handle pressure and perform duties well to completion.
• Demonstrate ability to be a team player, working to achieve own and team targets.
• Computer literacy and Technology Knowledge.
• Proven negotiation skills.
• Excellent collaboration skills & Teamwork.
• Ability to work in Shifts.
• Ability to work in any of the Safaricom Contact Centre locations.