About the Company
Safaricom PLC is a leading telecommunications company in Kenya, providing a wide range of mobile communication services, including voice, SMS, data, and mobile money (M-Pesa). Committed to innovation and customer satisfaction, Safaricom aims to transform lives through technology, connecting millions across the country and fostering economic growth. We pride ourselves on a culture of excellence, integrity, and a deep understanding of our customers’ needs.
Job Description
We are seeking a highly motivated and customer-focused Virtual Customer Relationship Assistant to join our dynamic team. This is a 100% remote position, offering the flexibility to work from anywhere within Kenya. As a Virtual Customer Relationship Assistant, you will be the first point of contact for our valued customers, providing exceptional support and resolving inquiries related to our products and services. You will utilize various communication channels, including phone, email, and chat, to ensure a seamless and positive customer experience. The ideal candidate will possess excellent communication skills, a problem-solving mindset, and a passion for helping others, contributing directly to our mission of connecting and empowering Kenyans.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide accurate information regarding Safaricom products, services, and promotions.
- Resolve customer complaints and issues efficiently, escalating complex cases when necessary.
- Process customer requests, including account modifications, service activations, and troubleshooting.
- Maintain detailed records of customer interactions and transactions.
- Identify opportunities to improve the customer experience and contribute to team goals.
- Adhere to company policies, procedures, and service level agreements (SLAs).
- Educate customers on self-service options and digital channels.
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 multitask, prioritize, and manage time effectively.
- High level of empathy and a patient, customer-centric approach.
- Reliable internet connection and a conducive home office environment.
- Basic computer literacy (MS Office Suite, email, web browsing).
Preferred Qualifications
- Diploma or Degree in Business Administration, Communications, or a related field.
- Previous experience in a virtual customer service or call center environment.
- Familiarity with telecommunications products and services.
- Ability to work independently and as part of a remote team.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
Perks & Benefits
- Competitive monthly salary.
- Comprehensive health insurance package.
- Remote work flexibility.
- Opportunities for professional development and career growth.
- Employee wellness programs.
- Access to Safaricom's exclusive employee discounts.
- Paid time off and public holidays.
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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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.
