About Company
Safaricom PLC is a leading integrated telecommunications company in Kenya. We are the largest mobile network operator in Kenya, and we provide a comprehensive range of services, including voice, SMS, data, and mobile money (M-PESA). Our vision is to transform lives by connecting people and creating opportunities, driving digital inclusion, and fostering innovation across Kenya. We are committed to delivering exceptional customer experiences and empowering our communities through technology. Join a vibrant team dedicated to making a real impact in the lives of millions.
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Job Description
Are you a compassionate, patient, and highly articulate individual looking to kickstart your career in customer service? Safaricom PLC is seeking enthusiastic and dedicated Inbound Call Centre Agents to join our dynamic team in Garissa. This is an incredible opportunity for individuals passionate about helping others and eager to learn, as no prior certification is required – we believe in nurturing talent and providing comprehensive training to ensure your success.
As an Inbound Call Centre Agent, 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, including mobile, data, and M-PESA. Your primary goal will be to deliver outstanding customer experiences with every interaction, ensuring our customers feel heard, valued, and satisfied. You’ll handle a variety of situations, from technical troubleshooting and billing inquiries to service activations and general information requests, all while maintaining a positive and professional demeanor. If you’re looking for a role where you can make a tangible difference, grow your communication skills, and become part of a company that puts people first, this is the perfect opportunity for you. We are looking for individuals who are natural problem-solvers, possess excellent listening skills, and thrive in a fast-paced, supportive environment.
Key Responsibilities
- Answer incoming calls promptly and professionally, addressing customer inquiries and concerns with a friendly and helpful attitude.
- Accurately identify customer needs, clarify information, and provide comprehensive solutions to ensure first-call resolution.
- Effectively navigate multiple systems and tools to access customer information and log interactions.
- Escalate complex issues to appropriate departments or senior agents when necessary, following established protocols.
- Maintain a high level of customer satisfaction by delivering excellent service and building positive rapport.
- Adhere to company policies, procedures, and service level agreements (SLAs) regarding call handling and customer data privacy.
- Continuously learn about new products, services, and system updates to provide up-to-date and accurate information to customers.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Strong active listening skills and ability to empathize with customer concerns.
- Patience, resilience, and a positive attitude, especially when handling challenging situations.
- Basic computer proficiency and ability to navigate various software applications.
- Strong problem-solving abilities and critical thinking skills.
- Ability to work effectively in a team-oriented, fast-paced call centre environment.
- Reliability and punctuality.
Preferred Qualifications
- Kenya Certificate of Secondary Education (KCSE) or equivalent.
- Previous experience in a customer service role (e.g., retail, hospitality) is an advantage, but not mandatory.
- Familiarity with telecommunications products and services.
- Ability to speak local dialects common in Garissa County.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance and wellness programs.
- Paid time off, including vacation and sick leave.
- Ongoing training and professional development opportunities.
- Clear pathways for career growth within Safaricom PLC.
- Employee discounts on Safaricom products and services.
- A supportive and inclusive work environment.
How to Apply
Interested candidates are encouraged to click on the application link below. Please ensure your application is submitted before the closing date. Only shortlisted candidates will be contacted.
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