About the Company
Safaricom PLC is a leading telecommunication company in Kenya, providing a wide range of mobile communication services, data, and financial services (M-PESA) to millions of customers. Committed to innovation and customer satisfaction, Safaricom continually expands its digital offerings, requiring dedicated support for its growing subscription-based services.
Job Description
As a Remote Subscription Services Assistant at Safaricom, you will play a crucial role in ensuring our customers have a seamless experience with our diverse range of digital subscription products. This 100% remote position requires a proactive, detail-oriented individual with excellent communication skills to assist customers, manage subscription accounts, and troubleshoot issues from the comfort of your home office. You will be the first point of contact for inquiries related to activations, modifications, and cancellations of various Safaricom subscriptions, contributing directly to customer retention and satisfaction.
Key Responsibilities
- Provide exceptional remote customer support for Safaricom's digital subscription services via phone, email, and chat.
- Assist customers with subscription activations, modifications, upgrades, and cancellations.
- Troubleshoot and resolve common subscription-related issues, escalating complex problems to the appropriate teams.
- Maintain accurate customer records and detailed logs of interactions using our CRM system.
- Educate customers on various subscription offerings, features, and terms of service.
- Process payments and billing inquiries related to subscriptions.
- Contribute to the continuous improvement of customer service processes and knowledge base.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Strong problem-solving abilities and a customer-centric approach.
- Proficiency in using digital communication tools (email, chat, video conferencing).
- Ability to work independently in a remote environment with minimal supervision.
- Basic technical aptitude to understand and explain digital services.
- High attention to detail and accuracy in data entry.
- Reliable internet connection and a conducive home workspace.
Preferred Qualifications
- Diploma or Bachelor's degree in Business Administration, Communications, IT, or a related field.
- Previous experience in a remote customer service or subscription management role.
- Familiarity with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Understanding of telecommunication services and digital product subscriptions.
Perks & Benefits
- Competitive monthly salary.
- Opportunity to work 100% remotely.
- Comprehensive health benefits package.
- Ongoing professional development and training opportunities.
- Generous paid time off.
- Employee discounts on Safaricom products and services.
- A supportive and collaborative team 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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