About Company
Safaricom PLC is a leading telecommunication company in Kenya, and indeed across East Africa. Since our inception, we have been at the forefront of innovation, connecting millions of Kenyans through mobile voice, data, M-PESA (mobile money), and various enterprise solutions. Our mission is to transform lives by connecting people, opportunities, and information, empowering our customers to do more with technology. We pride ourselves on a culture of excellence, integrity, and customer-centricity, consistently striving to provide reliable services and innovative solutions that meet the evolving needs of our diverse customer base. Join our dynamic team and be part of a company that is not just building a network, but building a nation.
Job Description
Are you passionate about helping people and thrive in a fast-paced environment? Do you possess excellent communication skills and a desire to make a real impact from the comfort of your home? Safaricom PLC is seeking highly motivated and empathetic Customer Service Representatives to join our dedicated remote team based in Narok, Narok County. In this crucial role, you will be the voice of Safaricom, providing exceptional support and resolving inquiries for our valued customers. You will handle a variety of customer interactions across multiple channels, including phone, email, and chat, ensuring every customer experiences professional, efficient, and friendly service. This remote position offers the flexibility of working from home while still being an integral part of our vibrant corporate culture. We are looking for individuals who are problem-solvers, quick learners, and genuinely committed to customer satisfaction. If you are ready to embark on a rewarding career where your contribution directly enhances our customer’s experience and strengthens our brand reputation, we encourage you to apply.
Key Responsibilities
- Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate information and solutions.
- Resolve customer complaints and issues efficiently and effectively, escalating complex cases to the appropriate department when necessary.
- Educate customers on Safaricom products, services, and promotions, identifying opportunities to up-sell or cross-sell where appropriate.
- Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
- Follow communication procedures, guidelines, and policies to ensure consistent service delivery.
- Collaborate with team members and other departments to ensure a seamless customer experience.
- Continuously learn and adapt to new product knowledge and service updates.
- Adhere to company standards for quality, productivity, and customer satisfaction in a remote work setting.
- Ensure data privacy and security of customer information at all times.
Required Skills
- Excellent verbal and written communication skills in English and Swahili.
- Proven experience in a customer service role, preferably in a call center or remote environment.
- Strong active listening and problem-solving abilities.
- Ability to multi-task, prioritize, and manage time effectively.
- Proficiency in using CRM software and Microsoft Office Suite.
- High school diploma or equivalent.
- Reliable internet connection and a conducive home working environment.
- Ability to work independently and as part of a virtual team.
- Empathy and a customer-first mindset.
Preferred Qualifications
- Diploma or Degree in Business Administration, Communication, or a related field.
- Experience in the telecommunications industry.
- Familiarity with Safaricom products and services.
- Ability to adapt quickly to new technologies and processes.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health insurance package.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee discounts on Safaricom products and services.
- Work-from-home flexibility, saving commute time and costs.
- A supportive and inclusive remote work culture.
- Access to a robust employee assistance program.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply online. Please click on the application link below to visit the Safaricom Careers page, search for ‘Customer Service Representative’, and submit your detailed CV and cover letter, outlining your relevant experience and why you are the ideal candidate for this remote role. Only shortlisted candidates will be contacted for an interview.