About the Company
Safaricom PLC is a leading telecommunications provider in Kenya, offering a wide range of services including mobile voice, data, M-Pesa (mobile money), and enterprise solutions. We are committed to connecting Kenyans and transforming lives through innovative technology and exceptional customer service. Join our dynamic team and be part of a company that is shaping the future of digital communication in East Africa.
Job Description
Are you passionate about helping people and eager to start your career in a vibrant, customer-focused environment? Safaricom is seeking enthusiastic and dedicated individuals to join our team as Entry-Level Customer Experience Associates. This is a fully remote (Work From Home) position, offering you the flexibility to deliver outstanding service from the comfort of your home. You will be the first point of contact for our valued customers, providing support, resolving inquiries, and ensuring a positive experience with Safaricom’s products and services. We are looking for empathetic communicators who are quick learners and thrive in a fast-paced setting. Comprehensive training will be provided to equip you with all the necessary tools and knowledge.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information regarding Safaricom products, services, and promotions.
- Diagnose and resolve customer issues, ranging from technical troubleshooting to billing inquiries.
- Escalate complex issues to appropriate departments when necessary, ensuring seamless handoffs.
- Document all customer interactions and resolutions accurately in the CRM system.
- Maintain a high level of customer satisfaction through active listening and problem-solving.
- Adhere to company policies and procedures, including those related to data privacy and security.
- Continuously update knowledge on new products, services, and system updates.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Strong active listening and empathy.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Ability to work independently and manage time effectively in a remote setting.
- Problem-solving aptitude and ability to remain calm under pressure.
- High school diploma or equivalent.
- Reliable internet connection and a quiet home workspace.
Preferred Qualifications
- Previous experience in a customer service role (even informal or volunteer).
- Diploma or degree in a related field.
- Familiarity with telecommunications products and services.
- Experience with CRM software.
Perks & Benefits
- Fully remote work model with flexible scheduling options.
- Competitive monthly salary.
- Comprehensive health insurance benefits.
- Opportunities for career growth and professional development.
- Extensive paid training program.
- Employee discounts on Safaricom products and services.
- Supportive and collaborative team environment.
How to Apply
Interested candidates are invited to submit their application by clicking the "Apply Now" button below. To ensure your application is considered, please include the following:
- A current resume
- A cover letter outlining your suitability for the role and your motivation for applying.
We review applications on a rolling basis and will contact shortlisted candidates for an interview.
DISCLAIMER
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