Safaricom Limited Customer Experience Senior Manager Job in Kenya

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. 

At Safaricom, we take pride in our talent and develop them to realize their maximum potential!

Senior Manager – Customer Experience

Ref: CC_SM_JUNE_2013
 

We are pleased to announce the following vacancy in the Customer Experience Department within the Customer Care Division. 

In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
 

Reporting to the Head of Department, Customer Experience, the position holder will be responsible for ensuring that customers have an experience consistent with Safaricom’ S brand promise across all touch points within Customer Care division. 

This will involve driving CDI and tracker performance for the call center, evaluating service effectiveness against CDI performance, formulate & execute quality assessments, performance management and drive the Reward and staff motivation program within the division.

The job holder’s key responsibilities will be to:

• Driving the Customer obsession culture within the division;
• Driving awareness sessions within CC to entrench Experience & CDI;
• Defining and build sustained customer experience improvement initiatives, and follow through on implementation as per agreed timeframes;
• Drive the delivery of excellent quality of service by assessing the effectiveness of the front line staff/Support staff and Team managers;
• Ensure accurate, consistent, efficient and effective quality of service delivery through evaluation of interactions across all customer service touch points;
• Design guidelines and procedures for the quality evaluation and performance management process;
• Participate in the performance review process on KPIs with the Operations team;
• In consultation with key stakeholders implement recognition initiatives to entrench Experience within Customer Care;
• Driving and improve performance in the team;
• In liaison with HR L&D ,identify staff training needs, Create development and training plans to close any performance gaps identified;
• Create a work environment that will drive the entrenchment of the Safaricom way Values of Speed, simplicity & trust;

The ideal candidate should possess the following skills & competencies:

• Bachelor’s Degree or equivalent.
• Work experience of 7 - 8 years in Customer Care with 2 years managerial experience and 2 years within a quality management work area.
• Excellent knowledge of Safaricom products and service and brand promise.
• Excellent knowledge of Customer Care processes & procedures.
• Excellent written and verbal communication skills (articulate) coupled with good listening, presenting 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.
• Able to promote a work environment that fosters creative thinking, innovation and rational risk-taking.
• Demonstrate good analytical skills.
• Has an understanding of the QMS ISO 9001:2008 standards.
• Ability to lead and develop a team through supporting, coaching and mentoring the team.
• Ability to work with peers, partners and stakeholders at a senior level to positively impact business performance.
• Very results focused individual who has the ability to think analytically and strategically.
• Good understanding of multi-business functions and business processes.
• Influencing and negotiation skills.

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 Monday 17th June, 2013.

The Head of Talent & Resourcing
Safaricom Ltd
Nairobi
 

Via E-mail to: hr@safaricom.co.ke