About Company
Safaricom PLC is a leading integrated communications company in Kenya, providing a comprehensive range of services including voice, data, M-PESA mobile money, and enterprise solutions. Established in 2000, Safaricom has grown to become the largest telecommunications provider in East Africa, serving millions of customers. We are committed to transforming lives through technology, fostering innovation, and delivering exceptional value to our customers and stakeholders. Our vision is to be a purpose-led technology company, empowering individuals and businesses to connect and thrive in the digital age. We pride ourselves on a vibrant, inclusive work culture that encourages learning, growth, and making a tangible impact on society.
Job Description
Are you a highly motivated and customer-centric individual with a passion for helping people unlock the full potential of their digital services? Safaricom PLC is seeking a dedicated Remote Subscription Upgrade Facilitation Assistant to join our dynamic team in Voi, Taita-Taveta County. This pivotal role is designed for someone who thrives in a remote environment, possesses excellent communication skills, and is adept at identifying customer needs to guide them towards optimal service subscriptions.
As a Remote Subscription Upgrade Facilitation Assistant, you will be at the forefront of our customer engagement efforts. Your primary responsibility will be to proactively reach out to existing Safaricom customers, understand their current usage patterns, and effectively articulate the benefits of upgrading their current subscriptions or adopting new value-added services. This isn’t just about sales; it’s about providing genuine value and enhancing our customers’ digital experience. You will be expected to maintain an in-depth knowledge of Safaricom’s diverse product portfolio, including data bundles, voice plans, M-PESA features, and various digital content subscriptions.
Working remotely means you will manage your time effectively, utilize digital communication tools to connect with customers, and collaborate virtually with team members. You will handle inquiries, resolve basic customer issues related to upgrades, and ensure a seamless transition for customers moving to higher-tier services. Success in this role requires a keen eye for detail, a persuasive yet empathetic approach, and a commitment to achieving customer satisfaction targets. We are looking for an individual who can build rapport quickly, listen actively, and provide tailored solutions that genuinely meet our customers’ evolving needs. This is an excellent opportunity to grow your career with a market leader and contribute to enhancing digital connectivity across Kenya. You will be instrumental in supporting our customers’ journey, ensuring they maximize the value they derive from our innovative services. This role demands a proactive stance, a keen ability to analyze customer data for upgrade potential, and the resilience to meet daily engagement goals while upholding Safaricom’s high standards of customer service excellence.
Key Responsibilities
- Proactively contact existing customers via phone, email, or chat to identify potential subscription upgrade opportunities.
- Present and explain the features and benefits of various Safaricom subscription plans and value-added services.
- Understand customer needs and recommend suitable upgrade paths that align with their usage and preferences.
- Guide customers through the upgrade process, ensuring a smooth and clear transition.
- Address customer queries and concerns regarding subscription plans, billing, and service features.
- Maintain accurate and detailed records of customer interactions and upgrade statuses in the CRM system.
- Collaborate with other departments, such as technical support and customer care, to resolve complex issues.
- Achieve monthly and quarterly targets for subscription upgrades and customer satisfaction.
- Stay updated on Safaricom’s latest products, services, promotions, and industry trends.
- Adhere to all company policies, procedures, and regulatory requirements related to customer data and service delivery.
Required Skills
- Excellent verbal and written communication skills in English and Kiswahili.
- Proven experience in customer service, sales, or telemarketing.
- Strong persuasion and negotiation abilities with a customer-centric approach.
- Proficiency in using CRM software and other digital communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- Good understanding of telecommunication products and services, especially data, voice, and mobile money.
- Problem-solving skills and the ability to handle customer objections gracefully.
- High level of integrity, professionalism, and attention to detail.
Preferred Qualifications
- A Diploma or Certificate in Business Administration, Sales & Marketing, IT, or a related field.
- Previous experience working remotely.
- Familiarity with Safaricom's product ecosystem.
- Experience with performance-based target environments.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional growth and career development.
- Access to ongoing training and development programs.
- Flexible remote work environment.
- Contribution to a leading telecommunications company in East Africa.
- Employee discounts on Safaricom products and services.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply by clicking on the application link below. Please ensure your resume highlights relevant experience and skills. We look forward to reviewing your application!