Service Fulfilment Associate

Must have technical / professional qualifications:

• Minimum one (1) year experience in B2B Sales, Account Management and/or Service Fulfilment.
  
• Background in Telco, Enterprise service fulfilment is an added advantage
  
• A bachelor’s degree (a business-related discipline with IT or commercial bias is an added advantage).
  
• Excellent knowledge of Safaricom Business processes, products, and services.
  
• Strong written and verbal communication skills, with good listening and critical reasoning ability.
  
• Proactive, confident, energetic, and able twork under pressure with a positive attitude and strong organizational skills.
  
• Excellent interpersonal and relationship-building skills.
  
• Good decision-making and problem-solving abilities.
  

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
  
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions
  

Order Management

• Manage Onboarding process of all Safaricom Business Prepositions I.e., Fixed Data, GSM, and ICT solutions (e.g., IOT, Cloud).
  
• End-to-end management of orders, ensuring complete status of all services provided.
  
• Proactive communication with all stakeholders in management of orders and service requests
  
• Progress orders across all products from request to delivery, ensuring timely activation, adherence to SLAs, and alignment with customer expectations.
  
• Ensure 100% billing of all requests received from TES daily.
  
• Identifying and closing revenue leakages e.g., POC Tracking, Revenue Assurance reconciliations
  
• Relevant KYC compliance checking
  
• Ensure all service requests are processed within the set standards in accordance with business goals.
  
• 98% Order accuracy
  

Support

• Product Support
  
• User requirements gathering
  
• User Acceptance Tests
  
• Regression Tests
  
• Benefit realization input.
  
• Automation and digitization
  
• System Support
  
• Immediate escalation and troubleshooting of backend errors.
  
• System failure’s fault monitoring and follow up affecting order processing to the relevant technical teams.
  
• Technology and Product team liaison
  

Reporting

• Analytics
  
• Quality checks
  
• ERP equipment Orders
  
• Bulk Orders
  
• Progression of bulk orders on OMV6