About the Company
Safaricom PLC is a leading telecommunications company in Kenya, providing a comprehensive range of mobile communication services including voice, SMS, data, and mobile money (M-Pesa). Committed to innovation and customer satisfaction, Safaricom connects millions across Kenya and beyond, driving digital transformation and economic growth. We believe in empowering our customers and employees through technology and a supportive work environment.
Job Description
Join Safaricom as a Virtual User Support Representative, where you will be the first point of contact for our valued customers. This 100% remote role requires a dedicated and empathetic individual who can provide exceptional service and technical assistance from a home-based setup. You will play a crucial part in ensuring customer satisfaction by resolving inquiries, troubleshooting issues, and guiding users through our products and services with professionalism and efficiency.
Key Responsibilities
- Provide prompt, courteous, and accurate responses to customer inquiries via phone, email, and chat.
- Diagnose and resolve technical issues related to mobile services, data connectivity, and M-Pesa transactions.
- Educate customers on product features, service changes, and optimal usage practices.
- Document customer interactions and resolutions accurately in the CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely follow-up.
- Maintain a high level of customer satisfaction through proactive and effective problem-solving.
- Adhere to company policies and procedures, including data privacy and security protocols.
Required Skills
- Minimum of 1 year experience in customer service or technical support, preferably in a virtual environment.
- Excellent verbal and written communication skills in English and Swahili.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and other customer support tools.
- Ability to work independently and manage time effectively in a remote setting.
- High-speed internet connection and a quiet home office environment.
- Strong empathy and active listening skills.
Preferred Qualifications
- Diploma or Degree in Information Technology, Business Administration, or a related field.
- Experience in the telecommunications or mobile money industry.
- Familiarity with Safaricom products and services (M-Pesa, data bundles, etc.).
- Ability to adapt to new technologies and processes quickly.
Perks & Benefits
- Competitive monthly salary with performance incentives.
- Comprehensive health insurance package.
- Generous paid time off and public holidays.
- Opportunities for professional development and career growth within Safaricom.
- Employee discount on Safaricom products and services.
- Supportive virtual team environment and ongoing training.
- Work-from-home setup allowance.
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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