About Company
Safaricom PLC is a leading integrated communications company in Kenya, and indeed across Eastern Africa. We are committed to transforming lives by connecting people and empowering them through innovative products and services. With a robust network and a pioneering spirit, Safaricom offers a comprehensive range of mobile communication, data, financial, and enterprise solutions. Our unwavering focus on customer satisfaction drives us to constantly evolve and provide unparalleled service. Join a team where your contributions truly make a difference in millions of lives, working with cutting-edge technology and a commitment to community impact.
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Job Description
Are you a highly empathetic and tech-savvy individual with a passion for helping others? Safaricom PLC is seeking dedicated Remote Customer Service Chat Agents to join our dynamic team, operating from the comfort of your home within Bomet, Bomet County. In this crucial role, you will be the frontline of our digital customer experience, providing exceptional support and resolving inquiries through our chat platforms. This position requires a proactive problem-solver with excellent written communication skills and the ability to navigate various customer issues efficiently and effectively. You will be responsible for ensuring our customers receive prompt, accurate, and friendly assistance, upholding Safaricom’s reputation for outstanding service. This is an incredible opportunity to contribute to a market-leading company while enjoying the flexibility and convenience of a remote work model.
Key Responsibilities
- Provide prompt, accurate, and professional customer support via live chat, addressing a wide range of inquiries including billing, technical support, product information, and service activation/deactivation.
- Resolve customer complaints and issues efficiently, escalating complex problems to the appropriate internal teams when necessary while ensuring a seamless customer experience.
- Maintain a comprehensive understanding of Safaricom's products, services, promotions, and policies to provide accurate information and solutions to customers.
- Document all customer interactions, issues, and resolutions accurately in the CRM system, ensuring detailed and organized records.
- Identify opportunities to cross-sell or up-sell relevant Safaricom products and services based on customer needs and preferences.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs) regarding response times and resolution quality.
- Participate in ongoing training and development programs to enhance product knowledge, communication skills, and customer service best practices.
- Contribute to a positive and collaborative team environment, even in a remote setting, by actively participating in virtual meetings and knowledge sharing.
Required Skills
- Excellent written communication skills with impeccable grammar and spelling in English and Kiswahili.
- Strong typing speed and accuracy (minimum 40 WPM).
- Proven problem-solving abilities and a calm demeanor under pressure.
- High level of empathy and a genuine desire to assist customers.
- Proficiency in using multiple software applications and CRM systems simultaneously.
- Reliable internet connection and a conducive home office environment.
- Ability to work independently and manage time effectively in a remote setting.
Preferred Qualifications
- Diploma or Bachelor’s degree in a relevant field (e.g., Business Administration, Communications, IT).
- Previous experience (1+ years) in a customer service role, particularly in a chat or remote support environment.
- Familiarity with telecommunications products and services.
- Experience using Zendesk, Salesforce Service Cloud, or similar customer support platforms.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive medical and life insurance benefits.
- Opportunities for professional growth and career advancement within Safaricom PLC.
- Flexible remote work environment, offering work-life balance.
- Access to ongoing training and development programs.
- Contribution to mobile data and internet costs for remote work.
- Employee wellness programs and support.
How to Apply
If you are passionate about delivering exceptional customer service and thrive in a remote, dynamic environment, we encourage you to apply! Please click on the application link below to submit your detailed resume and a cover letter outlining your relevant experience and why you are the ideal candidate for this role. We look forward to reviewing your application.
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