About the Company
Safaricom PLC is a leading integrated telecommunications company in Kenya, providing mobile, M-PESA, and fixed-line services. Committed to transforming lives, Safaricom offers innovative solutions to millions of customers, fostering digital inclusion and economic growth across the nation. We are dedicated to delivering exceptional service and connecting communities.
Job Description
We are seeking enthusiastic and motivated individuals to join our dynamic team as Online Call Center Agents. This is a fantastic opportunity for individuals with no prior experience in customer service, as comprehensive paid training will be provided. As an Online Call Center Agent, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries from the comfort of your home. You will assist customers with a variety of issues, offering solutions and information about our products and services through various online channels. This role requires strong communication skills, a positive attitude, and a genuine desire to help others, all within a 100% remote work environment.
Key Responsibilities
- Respond to customer inquiries via chat, email, and potentially social media platforms in a timely and professional manner.
- Provide accurate information regarding products, services, and company policies.
- Resolve customer complaints and issues efficiently and empathetically.
- Document all customer interactions and resolutions accurately in the CRM system.
- Escalate complex issues to appropriate departments when necessary.
- Maintain a high level of customer satisfaction and strive for first-contact resolution.
- Adhere to company policies and procedures.
- Participate in ongoing training and coaching sessions to enhance skills and knowledge.
Required Skills
- Excellent written and verbal communication skills in English and Swahili.
- Basic computer proficiency and ability to navigate multiple systems simultaneously.
- Strong problem-solving abilities and attention to detail.
- Empathy, patience, and a positive customer-centric attitude.
- Ability to work independently and manage time effectively in a remote setting.
- Access to a stable internet connection and a quiet, dedicated workspace.
Preferred Qualifications
- Familiarity with telecommunications products and services.
- Previous experience in a customer-facing role (e.g., retail, hospitality) is a plus, but not required.
- Ability to communicate in additional local languages.
Perks & Benefits
- Comprehensive paid training program.
- Competitive monthly salary.
- Opportunity for career growth and development within a leading company.
- Full-time 100% remote work arrangement.
- Medical insurance and other employee benefits.
- Supportive team environment and regular virtual team-building activities.
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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