About the Company
Safaricom PLC is a leading telecommunications company in Kenya, transforming lives through innovative mobile communication, data, and financial services. We are committed to connecting people, fostering digital inclusion, and contributing positively to society. Join our dynamic team and be part of a company that values integrity, customer obsession, and innovation.
Job Description
We are seeking a dedicated and enthusiastic Hybrid Customer Care Agent to join our Thika team. This role offers a blend of in-office and remote work, requiring you to provide exceptional support and service to our valued customers across various channels. You will be the first point of contact, resolving inquiries, troubleshooting issues, and ensuring a positive customer experience with Safaricom’s products and services.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, chat, and social media.
- Diagnose and resolve technical issues, billing queries, and service-related problems efficiently.
- Provide accurate information regarding Safaricom products, services, and promotions.
- Escalate complex issues to appropriate departments for resolution.
- Maintain detailed records of customer interactions and transactions.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Participate in ongoing training and development programs to enhance product knowledge and service skills.
- Contribute to a positive and collaborative team environment, both remotely and in the office.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Strong problem-solving and critical thinking abilities.
- Proficiency in using CRM software and other customer service tools.
- Ability to work effectively both independently and as part of a hybrid team.
- High level of empathy and a customer-centric attitude.
- Ability to remain calm and professional under pressure.
Preferred Qualifications
- A diploma or degree in Business Administration, Communication, IT, or a related field.
- Previous experience (6+ months) in a customer service or call center environment, preferably in telecommunications.
- Familiarity with Safaricom products and services.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Paid time off and holiday benefits.
- Ongoing training and professional development opportunities.
- Access to employee wellness programs.
- A supportive and inclusive work environment.
- Opportunities for career advancement within Safaricom.
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
Welcome to VitalaliCare.com. We provide job seekers with information gathered from various publicly available job posting websites. We do not charge any fees for accessing or using our website, and all job information is provided free of charge.
VitalaliCare.com does not directly offer, manage, or engage in the hiring process for any of the job listings featured on our website. All listings are sourced from third-party job posting platforms. If you have any concerns or need to report a scam, please contact us at techturna@gmail.com.