About the Company
Safaricom PLC is a leading integrated communications company in Kenya, providing a comprehensive range of mobile and fixed voice, data, M-PESA, and enterprise solutions. We are committed to transforming lives by connecting people and creating opportunities through technology. With a vast network and a focus on innovation, Safaricom serves millions of customers across Kenya, consistently striving for excellence in customer satisfaction.
Job Description
We are seeking enthusiastic and customer-focused individuals to join our team as a Hybrid Customer Service Representative. This role offers a unique blend of on-site collaboration and remote work flexibility, specifically 3 days on-site and 2 days working from home per week. We are dedicated to your success and will provide comprehensive training to equip you with all the necessary skills and knowledge to excel in this dynamic environment. You will be the first point of contact for our valued customers, addressing inquiries, resolving issues, and providing exceptional support across various communication channels.
Key Responsibilities
- Respond to customer inquiries via phone, email, and chat in a professional and timely manner.
- Diagnose and resolve customer issues related to products, services, and billing.
- Provide accurate information about Safaricom's offerings and guide customers through solutions.
- Escalate complex issues to appropriate departments when necessary.
- Maintain detailed records of customer interactions and transactions.
- Adhere to company policies and procedures, ensuring data privacy and security.
- Continuously learn and adapt to new product knowledge and service updates.
- Collaborate effectively with team members and supervisors in both on-site and remote settings.
Required Skills
- Excellent verbal and written communication skills in English and Kiswahili.
- Strong active listening and problem-solving abilities.
- Proficiency in basic computer applications and navigating multiple systems.
- Ability to work independently and as part of a team.
- High level of empathy and a genuine desire to help customers.
- Adaptability to a hybrid work environment (on-site and remote).
- Strong organizational and time management skills.
Preferred Qualifications
- Prior experience in a customer service or call center environment.
- Familiarity with telecommunications products and services.
- A diploma or certificate in a relevant field (e.g., Business Administration, IT).
Perks & Benefits
- Comprehensive paid training program.
- Competitive monthly salary and performance incentives.
- Health and wellness benefits.
- Opportunities for career growth and professional development.
- Employee discounts on Safaricom products and services.
- A supportive and inclusive work environment.
- Hybrid work model for improved work-life balance.
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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