Safaricom Limited is
the leading mobile telecommunications company in Kenya.
We are at the
forefront of the industry and always seek to attract and retain talented,
creative and innovative team players who are excited by the opportunity of
pushing the frontiers of this evolving technology, growing our services,
exciting our customers and contributing to our community.
Client Service Manager
Ref: EBU_CSM__JULY _2013
We are pleased to
announce the following vacancy in the Enterprise Sales & Retention Section
within the Enterprise Business Unit. In keeping with our current business
needs, we are looking for a person who meets the criteria indicated below:
Reporting to the
Business Service Manager, the role holder will manage retention and churn by
ensuring the baseline revenue is retained; by managing the relationship of the
accounts under their control; by handling all support issues and escalations
and ensuring resolution within SLA, and by maintaining communication with the
Customer on all account support issues throughout the entire customer journey.
The job holder’s key responsibilities will be to:
The job holder’s key responsibilities will be to:
- Track baseline
revenue of each account individually to ensure its retention;
- 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;
- 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.
The
ideal candidate should possess the following skills & competencies:
- A Bachelor’s
degree in Business or any other related field;
- At least 3 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 (ITIL Foundation, MCP/MCSE,
CCNA etc.);
- Relevant
experience in an IT/Technical Support ;
- Good
interpersonal skills with Technical and non-Technical persons;
- Excellent
customer interfacing (written and verbal) skills ;
- Commercially
orientated with a desire to increase revenues and profitability of the
business.
If you feel that you
are up to the challenge and posses the necessary qualification and experience
please send your resume and application letter indicating your experience and
why you are the most suitable candidate for the role clearly quoting the job
title to the address below.
The deadline for
application is Thursday 18th July, 2013.
Head of Talent & Resourcing
Safaricom Ltd Nairobi
via E-mail to hr@safaricom.co.ke
Head of Talent & Resourcing
Safaricom Ltd Nairobi
via E-mail to hr@safaricom.co.ke
