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Safaricom Ethiopia

Position – Care Desk Experience Executive

Qualification & Experience

Degree from a recognized Institution.
At least 0 / 1 – year experience in a customer service environment

Sales and Distribution Business Unit : Hawassa, Gambella, Semera, Shashemene, Wolaita Sodo, Adama,Addis Ababa

Detailed Description

Reporting to the Retail Centre Team Leader, the role holder will be responsible for the frontline delivery of high-quality customer service in all interactions with customers visiting our distribution network.


Offer exceptional front–line support to customers visiting customer care desks and ensure that customers are satisfied with the services.
Identifying and assessing a customer’s needs to ensure they are satisfied.
Delivery of world-class customer service in all interactions with customers that meets the set individual NPS Target
Handling customer complaints in a professional manner – ensuring the customer is satisfied at the end. Taking ownership of customer issues arising by always maintaining a daily log of all escalated issues and communicating resolutions/delays to include the customer.
Each Customer interaction should build lasting relationships with customers, ensuring they feel supported and valued
Escalation of customer issues and follows up to ensure issues are closed within agreed SLA, correct escalation matrix must be followed to ensure customer issue is closed within SLA
Achievement of setting individual targets on delivery of quality customer service as per set SLA / service level.
Adherence to KYC process guidelines – Update customer records accurately on systems and databases including following KYC procedures end to end Adherence to documented operational processes, procedures, and standards
100 % accuracy on all issues escalated and ensure end to end-follow – ups
Responsible for ownership and confidentiality of customer documents/records including the filing of the same
Accuracy and integrity of Customer data.
Ensure achievement of all care desk performance management parameters with a focus on continuous improvement
Adherence to set non – negotiable customer service standards, culture, and engagement
100 % adherence to processes and procedures for the provision of service as stipulated

Additional Qualification

Proactive, confident, energetic.
Ability to prioritize work.
Ability to cope with pressure from customers while delivering quality service.
Able to probe and ask questions to get more information from customers.
Able to advise the customers on service plans that best suits their needs/lifestyle.
Able to explain the value of the service offered to the customer by comparing it with what is available in the market.

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on the career portal and then Click on the apply button. Remember to attach your resume.
Deadline:February 28, 2023.

How To Apply

Care Desk Experience Executive for Hawassa


Care Desk Experience Executive for Gambella


Care Desk Experience Executive for Semera


Care Desk Experience Executive for Shashemene


Care Desk Experience Executive for  Sodo


Care Desk Experience Executive for Adama


Read the vacancy announcement carefully.
Check the vacancy details with eligibility.
Prepare your CV or Application Details.
Finally, apply as instructed by the authority.

I Can Apply Online?:
Yes, this job online applicable [NB: Check the job deadline/closing date before starting any job application process!]