About the Company
Safaricom PLC is the leading telecommunication company in Kenya, serving over 42 million customers. We are committed to transforming lives through technology, connecting people, and fostering economic growth across the nation. With a vast network and innovative solutions like M-PESA, we strive to deliver unparalleled service and digital inclusion to communities, including those in Kirinyaga County. Join us in our mission to build a brighter future for Kenya.
Job Description
Are you passionate about helping customers and looking for a dynamic role in a leading telecommunications company? Safaricom PLC is seeking a dedicated Customer Service Advisor to join our team in Kutus, Kirinyaga County. In this hybrid role, you will spend three days a week working from home and two days in our Kutus office, providing exceptional support to our valued customers. As a Customer Service Advisor, you will be the first point of contact for our customers, resolving inquiries, providing information about our products and services, and ensuring a positive customer experience. This role requires strong communication skills, a problem-solving mindset, and a commitment to customer satisfaction.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Provide accurate information about Safaricom products, services, and promotions.
- Resolve customer complaints and issues efficiently, escalating complex cases when necessary.
- Maintain detailed records of customer interactions and transactions.
- Educate customers on self-service options and digital channels.
- Collaborate with internal teams to improve customer service processes and solutions.
- Adhere to company policies, procedures, and service level agreements.
- Meet and exceed individual and team performance targets.
Required Skills
- Minimum of 2 years of experience in a customer service or call center environment.
- Excellent verbal and written communication skills in English and Kiswahili.
- Strong active listening skills and empathy.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using CRM software and other customer service tools.
- Problem-solving skills and the ability to think quickly under pressure.
- High school diploma or equivalent.
Preferred Qualifications
- Diploma or degree in Business Administration, Communication, or a related field.
- Experience in the telecommunications industry.
- Familiarity with Safaricom products and services.
- Proficiency in additional local languages.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance for you and your dependents.
- Retirement savings plan.
- Paid time off, including annual leave and sick leave.
- Employee discounts on Safaricom products and services.
- Opportunities for professional development and career growth.
- A supportive and dynamic work 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.
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