About Company
Safaricom PLC is a leading integrated communications company in Kenya. We are the largest mobile network operator in Kenya and offer a wide range of products and services, including voice, SMS, data, and mobile money (M-PESA). Our commitment extends beyond connectivity; we are dedicated to transforming lives through technology, innovation, and community development. With a vibrant, diverse workforce and a culture that fosters growth and excellence, Safaricom is at the forefront of East Africa’s digital revolution. We pride ourselves on putting our customers first, constantly striving to deliver exceptional service through every touchpoint.
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Job Description
Are you a highly empathetic and articulate individual with a passion for helping others thrive in a digital world? Safaricom PLC is seeking dedicated Customer Service Agents specializing in chat-based remote support to join our dynamic team in Machakos, Machakos County. In this critical role, you will be the digital face of Safaricom, providing prompt, professional, and friendly assistance to our valued customers on various digital platforms, including our website chat, social media messaging, and dedicated app support channels. Your primary objective will be to resolve customer queries efficiently, troubleshoot technical issues, guide them through product and service offerings, and ensure a seamless customer experience, all from the comfort of your remote workspace.
This isn’t just about answering questions; it’s about building relationships, understanding unique customer needs, and offering tailored solutions that enhance their interaction with Safaricom. You will be responsible for managing multiple chat conversations simultaneously, requiring excellent multitasking abilities, sharp attention to detail, and the capacity to maintain a positive tone even in challenging situations. We are looking for self-starters who are comfortable working independently in a remote setting while remaining fully connected and collaborative with their team. If you possess exceptional written communication skills, a knack for problem-solving, and a genuine desire to make a difference in our customers’ lives, we encourage you to apply. Join us and be a part of a team that keeps Kenya connected.
Key Responsibilities
- Provide high-quality customer support via chat channels, addressing inquiries related to products, services, billing, and technical issues.
- Efficiently manage and respond to multiple concurrent customer chats, ensuring timely and accurate resolutions.
- Troubleshoot common service issues and guide customers through resolution steps, escalating complex problems to specialized teams when necessary.
- Document all customer interactions accurately and comprehensively within the CRM system.
- Stay up-to-date with Safaricom's latest products, services, policies, and system updates to provide informed support.
- Identify opportunities to educate customers on self-service options and promote relevant Safaricom offerings.
- Maintain a professional, empathetic, and patient demeanor in all customer interactions.
- Collaborate effectively with team members and supervisors in a remote work environment.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Excellent written communication and grammar skills in English and Swahili.
- Proficiency in typing and navigating multiple software applications simultaneously.
- Strong problem-solving and critical thinking abilities.
- Demonstrated empathy and customer-centric approach.
- Ability to work independently and manage time effectively in a remote setting.
- Reliable high-speed internet connection and a conducive home office environment.
- Basic computer literacy, including experience with Microsoft Office Suite (Word, Excel) or similar.
- Ability to adapt to new technologies and processes quickly.
Preferred Qualifications
- Diploma or Degree in Business Administration, Communications, IT, or a related field.
- Previous experience in a chat-based customer service role, preferably in the telecommunications industry.
- Familiarity with CRM software and ticketing systems.
- Experience working in a remote or virtual team environment.
- Proven ability to handle challenging customer interactions with professionalism.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Employee discounts on Safaricom products and services.
- Supportive and collaborative remote work culture.
- Access to a robust digital learning platform.
- Pension scheme contributions.
How to Apply
Interested candidates who meet the above qualifications are invited to apply by clicking on the application link below. Please ensure your CV and cover letter highlight your experience in remote chat support and your passion for customer service. Due to the high volume of applications, only shortlisted candidates will be contacted.
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