Safaricom are in need of filling two positions with no or less experience in the vacancies, Enterprise Service Delivery – Department within the Enterprise Business Unit Division
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Responsibilities
- Develop, update, maintain and fulfill loyalty contracts for each individual customer account
- Keep the customer informed on the entire Customer Journey and processes associated with it (onboarding process, billing process, support process)
- Follow up on all existing contracts renewal, and ensure renewals are made in time
- Managing and updating the DMU contacts list
- Provide leadership for customers in understanding business objectives and recommend business solutions to achieve those goals
Manage Service experience on an end to end basis by:
- Supporting the Account Manager with all back end and support requests and issues
- Liaising with Technology, Finance, and relevant teams within the business to address all customer concerns
- Ensuring that all queries and escalations are logged into Siebel
- Following through on all escalated issues to ensure resolution within SLA
- Communicate to customers once queries have been resolved
- Send all arising leads to the Account manager for follow through
- Compile and send to direct manager, issues pending past SLA for each account
- Flag any recurring incidences per account or per escalation type, and send to direct manager
- Track and report on all churn attempts, clearly indicating reasons for churn and associated effort to abate churn including success rate
- Drive Customer Satisfaction Index and Customer Delight Index by:
- Maintaining strong and deep relationships with accounts under direct management
- Following through on all issues to ensure closure
- Maintaining communication with the customer throughout the entire customer journey.
- Embrace Safaricom Culture of Simplicity, Speed & Trust
Requirements
- A Bachelor’s degree in Business or any other related field
- At least 2 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with detailed understanding of the technologies the company is selling and issues that typically arise
- Industry certifications would be an added advantage
