Customer Service Advisor

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About Company

Safaricom PLC is a leading integrated communications company in Kenya, providing a comprehensive range of services including mobile voice, data, M-PESA (mobile money), and fixed fiber. With a strong commitment to connecting Kenyans and transforming lives, Safaricom continually innovates to deliver exceptional value to its customers across diverse segments. The company is dedicated to creating a vibrant workplace that fosters growth, collaboration, and impactful contributions.

Job Description

Safaricom PLC is seeking a dedicated and enthusiastic Customer Service Advisor to join our dynamic team in Nandi Hills. In this hybrid role, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our diverse range of products and services. You will play a crucial role in maintaining high levels of customer satisfaction and loyalty by delivering personalized and efficient service. This position offers the flexibility of working from home for three days a week after an initial training and onboarding period, with two days required on-site at our Nandi Hills facility.

Key Responsibilities

  • Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
  • Provide accurate information about Safaricom products, services, and promotions.
  • Troubleshoot and resolve customer issues, complaints, and technical problems efficiently.
  • Educate customers on self-service options and digital channels.
  • Process customer requests, including account updates, service activations, and deactivations.
  • Maintain detailed records of customer interactions and transactions.
  • Adhere to company policies and procedures, ensuring compliance with regulatory requirements.
  • Collaborate with other departments to escalate and resolve complex customer issues.
  • Continuously seek opportunities to enhance the customer experience and contribute to team goals.

Required Skills

  • Excellent verbal and written communication skills in English and Swahili.
  • Strong active listening and problem-solving abilities.
  • Proficiency in using CRM software and other customer service tools.
  • Ability to work independently and as part of a team in a fast-paced environment.
  • High level of empathy and customer-centric approach.
  • Basic computer literacy and ability to navigate various software applications.
  • Demonstrated ability to handle challenging customer situations with professionalism and calm.

Preferred Qualifications

  • Diploma or Degree in Business Administration, Communications, or a related field.
  • Previous experience in a hybrid work environment.
  • Familiarity with Safaricom products and services.
  • Experience with ticketing systems and knowledge base platforms.

Perks & Benefits

  • Competitive salary and performance-based incentives.
  • Comprehensive medical and life insurance coverage.
  • Professional development and training opportunities.
  • Employee discount on Safaricom products and services.
  • Opportunity to work for a leading telecommunications company in Kenya.
  • Hybrid work model offering flexibility and work-life balance.
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