Commerce Expertise Government (TIGRAY)

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Mekelle, Tigray, Ethiopia
SAFARICOM

Function goal:

Chargeable for frontline supply of high-quality customer service in all interactions with clients visiting Safaricom buyer care contact factors.

Key accountabilities and determination possession:

·       Supply distinctive front-line help to CBU, EBU and M-PESA clients, brokers and retailers visiting buyer care contact factors and make sure that clients are happy with the providers.

·       Supply of world class customer service in all interplay with clients that meets the set particular person TNPS goal.

·       Dealing with buyer complaints in an expert method, guaranteeing the client is happy on the finish.

·       Taking possession of buyer points arising by at all times sustaining day by day log of all escalated points and talk resolutions/delays to together with the client.

·       Achievement of set particular person goal on supply of high quality customer service as per set SLA/service degree.

·       Adherence to documented operational processes, procedures, and requirements.

·       Chargeable for possession and confidentiality of buyer paperwork/data together with submitting of the identical.

·       Accuracy and integrity of Buyer knowledge.

·       Guarantee achievement on all Care Desk performance management parameters with concentrate on steady enchancment.

·       Function focus in transferring information and requirements via coaching and different means to all Safaricom distribution community workers.  

·       Some other obligation assigned by the Group Chief.  

Creativity and Innovation

• Figuring out and assessing buyer’s wants to make sure they’re happy.
• Guaranteeing every buyer interplay to construct lasting relationships with clients, guaranteeing they really feel supported and valued.

Key efficiency indicator:

• Escalation of buyer points and follows up to make sure points are closed inside agreed SLA, right escalation matrix have to be adopted to make sure buyer challenge is closed inside SLA.
• 100% accuracy on all points escalated and guarantee end-to-end follow-ups.
• 100% adherence to processes and procedures for provision of service as stipulated.
• Adherence to KYC course of pointers – Replace buyer data precisely on programs and databases together with following KYC procedures finish to finish.
• Adherence to set non-negotiable customer service requirements, tradition, and engagement.

Will need to have technical / skilled {qualifications}:

• Diploma from a acknowledged Establishment.
• Proactive, assured, energetic.
• Capability to prioritize work.
• Capability to deal with strain from clients whereas delivering high quality service.
• Capable of probe and ask inquiries to get extra info from clients.
• Capable of recommendation the shoppers on service plans that most closely fits their wants/life-style.
• Capable of clarify the worth of the service provided to the client by evaluating with what is accessible out there.
• Proficiency in native language 

Desired

• Working in Safaricom distribution channel or buyer care with distinctive efficiency.

How To Apply:

When you really feel that you’re as much as the problem and possess the essential qualification and expertise, kindly proceed to replace your candidate profile on the profession portal after which Click on on the apply button. Bear in mind to connect your resume.

The time limit for receiving functions is   Tuesday, 14 Might 2024, 5:00pm

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