CUSTOMER EXPERIENCE ASSOCIATE

Reporting to the Product Owner, the role holder will build and maintain a strong customer relationship with an identified premium market via telephone and site visits as per set Customer Management standards. They will also be responsible for responding to customer’s queries and providing information to customers/subscriber on all issues through the allocated corporate line.

Key Responsibilities

Service Quality

• Provide a premium service to high value customers - i.e., corporate customers. 
• Educating customers on all our products and services while delivering high quality services to our customers.

Firsthand contact resolution

• Ensure First Contact Resolution where possible and escalate and follow up issues to resolution when applicable.

Customer Satisfaction

• Maintain high customer satisfaction for all the corporate accounts handled while reducing churn.
• Detail documentation of procedures that improve on data services, product use and overall customer experience.

QUALIFICATIONS

Must have technical / professional qualifications:

• Must have served as a CCR in Safaricom for at least 2 years, of which the last 12 months must have been in line 200 or 400, or on the Advantage/Prestige desk
• Excellent knowledge of Safaricom products and services
• Excellent knowledge of CM operations and procedures
• Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills
• Proactive, confident, energetic, and able to work under pressure with a positive attitude and use good organization skills
• Excellent interpersonal skills
• Good decision-making skills