Customer Experience Executive

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.
  

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.
  

• 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.