About Company
Safaricom PLC is a leading telecommunication company in Kenya, and indeed East Africa. For over two decades, we’ve been at the forefront of connecting people, transforming lives, and enabling businesses through innovative mobile communication, data, and financial services. Our mission is to transform lives by connecting people to opportunities, knowledge, and entertainment, leveraging our extensive network and commitment to digital inclusion. We pride ourselves on a culture of innovation, customer-centricity, and diversity, fostering an environment where our employees can thrive and make a tangible impact on millions of lives daily. At Safaricom, you’re not just joining a company; you’re becoming part of a movement that builds a better future for Kenya.
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Job Description
Are you passionate about helping people and eager to make a difference from the comfort of your home? Safaricom PLC is seeking dedicated and empathetic Customer Service Advisors to join our remote team, based out of Kisumu, Kisumu County. In this pivotal role, you will be the frontline voice of Safaricom, providing exceptional support and guidance to our valued customers across Kenya. This is a unique opportunity to contribute to a market-leading telecommunications company, resolving inquiries, addressing concerns, and ensuring our customers have a seamless experience with our products and services – all while enjoying the flexibility of a remote work model.
As a Remote Customer Service Advisor, you will handle a diverse range of customer interactions via phone, chat, and email, becoming an expert in Safaricom’s offerings. You’ll troubleshoot technical issues, explain billing statements, guide customers through service activations, and much more. We are looking for individuals who possess excellent communication skills, a problem-solving mindset, and a genuine desire to go above and beyond for our customers. This role requires self-discipline, strong organizational skills, and the ability to work independently in a home-based environment, adhering to our high standards of service delivery. If you are tech-savvy, a quick learner, and thrive in a dynamic, customer-focused setting, we invite you to apply and become an integral part of our mission to connect Kenyans to a world of possibilities.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via various channels (phone, email, chat), maintaining a positive and empathetic demeanor.
- Identify and assess customer needs to achieve satisfaction, providing accurate, valid, and complete information using appropriate methods and tools.
- Resolve customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, transactions, comments, and complaints.
- Communicate and coordinate with internal departments to address complex customer issues.
- Go the extra mile to engage customers and build sustainable relationships of trust.
- Follow communication procedures, guidelines, and policies.
- Take ownership of customer issues and follow through on commitments.
- Participate in ongoing training and development to stay updated on product knowledge, company policies, and best practices.
Required Skills
- Proven customer support experience or experience as a client service representative (minimum 12 months).
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Excellent communication and presentation skills, both verbal and written, in English and Swahili.
- Ability to multi-task, prioritize, and manage time effectively.
- High school diploma or equivalent; a college degree is a plus.
- Proficiency in basic computer skills and navigating multiple software applications.
- Access to a quiet, dedicated home workspace with a reliable high-speed internet connection and backup power solution.
Preferred Qualifications
- Experience in the telecommunications industry.
- Previous remote work experience.
- A diploma or degree in a business-related field.
- Ability to speak other local Kenyan languages in addition to English and Swahili.
- A passion for technology and staying updated with industry trends.
Perks & Benefits
- Competitive salary package.
- Comprehensive medical insurance.
- Generous airtime and data allowances.
- Opportunities for professional development and career growth within a leading organization.
- Work from home flexibility, saving on commute time and costs.
- Employee wellness programs and support.
- Access to a vibrant and supportive remote team culture.
How to Apply
If you are a highly motivated individual with a passion for customer service and meet the requirements outlined above, we encourage you to apply! Please click on the application link below to submit your resume and cover letter. We look forward to reviewing your application and potentially welcoming you to the Safaricom family.
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