About the Company
Safaricom PLC is a leading integrated telecommunication services provider in Kenya. We are the largest mobile network operator in Kenya, offering a wide range of products and services, including voice, data, M-PESA (mobile money), enterprise solutions, and fiber optic services. We are committed to transforming lives and empowering communities through technology, connecting millions across the nation.
Job Description
We are seeking a proactive and empathetic Online Client Communication Assistant to join our dynamic customer engagement team. In this hybrid role, you will be the primary point of contact for our clients across various digital platforms, ensuring a seamless and positive communication experience. You will manage incoming inquiries, provide accurate information, and resolve issues efficiently, upholding Safaricom’s commitment to exceptional customer service.
Key Responsibilities
- Respond promptly and professionally to client inquiries received via email, social media, and chat platforms.
- Provide accurate information about Safaricom products, services, and policies.
- Troubleshoot and resolve customer issues, escalating complex cases to appropriate departments when necessary.
- Maintain a consistent and positive brand voice in all online interactions.
- Collect and document client feedback to contribute to service improvement initiatives.
- Monitor online communication channels for trends and emerging issues.
- Collaborate with cross-functional teams to ensure timely resolution of client concerns.
- Participate in training and development programs to stay updated on product knowledge and communication best practices.
Required Skills
- Excellent written communication and grammar skills in English and Swahili.
- Strong problem-solving abilities and attention to detail.
- Proficiency in using online communication tools and platforms (e.g., live chat, social media messaging, email).
- Demonstrated empathy and a customer-centric approach.
- Ability to work effectively in a fast-paced, hybrid environment.
- Good organizational and time management skills.
- Basic understanding of telecommunications products and services.
Preferred Qualifications
- Diploma or Bachelor's degree in Communications, Marketing, Public Relations, or a related field.
- 1+ year of experience in an online customer service, community management, or communication role.
- Familiarity with CRM software and customer support ticketing systems.
- Experience working in the telecommunications industry.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Generous paid time off and leave policies.
- Opportunities for professional development and career growth.
- Employee discounts on Safaricom products and services.
- A collaborative and supportive work environment.
- Access to cutting-edge technology and tools.
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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