Hybrid Customer Support Specialist – Paid Training

About the Company

Safaricom PLC is a leading telecommunications company in Kenya, providing a comprehensive range of services including voice, SMS, data, and mobile money (M-PESA) to millions of customers. We are committed to connecting people, transforming lives, and enabling businesses through innovative technology and exceptional customer service. Join a company that values growth, innovation, and community impact.

Job Description

Are you passionate about helping people and eager to kickstart your career in a dynamic and supportive environment? Safaricom is looking for enthusiastic individuals to join our team as Hybrid Customer Support Specialists. This role offers comprehensive paid training to equip you with all the knowledge and skills required to provide outstanding service to our valued customers. As a Hybrid Specialist, you will manage customer inquiries, resolve issues, and provide information across various channels, both from our Voi office and remotely. You will be the first point of contact, ensuring our customers receive prompt, professional, and effective support.

Key Responsibilities

• Respond to customer inquiries via phone, email, chat, and social media in a timely and professional manner.
• Diagnose and resolve technical issues, service problems, and billing inquiries.
• Provide accurate information about Safaricom products and services.
• 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 actively in ongoing training and development programs.
• Collaborate with team members to share knowledge and best practices.

Required Skills

• Excellent verbal and written communication skills in English and Swahili.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Proficiency in basic computer applications and willingness to learn new software.
• High school diploma or equivalent.
• Availability to work flexible shifts, including evenings, weekends, and holidays.

Preferred Qualifications

• Previous experience in a customer service or call center environment is a plus.
• Familiarity with telecommunications products and services.
• A diploma or degree in a relevant field (e.g., Business Administration, IT, Communications).
• Experience with CRM software and ticketing systems.

Perks & Benefits

• Comprehensive paid training program.
• Competitive salary and performance-based incentives.
• Health and wellness benefits.
• Opportunities for career growth and professional development.
• Employee discounts on Safaricom products and services.
• Supportive and collaborative work environment.
• Modern office facilities for on-site work days.

Apply Now