Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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- Contents
- Open Jobs
- Customer Support Lead
- Brand Specialist
- Method of Application
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience3 years
- LocationNairobi
- Job FieldCustomer Care 
Job Responsibilities
- Health and Safety; Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work and adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.
- Managing relationships with hardware and software vendors, service providers, and third-party suppliers to ensure timely delivery of products and services, negotiate contracts, pricing and resolve issues or escalations.
- Lead the different consortiums in the cluster on matters related to customer support and escalations on rolled out products
- Delivery of high-quality Customer Support Centre with different escalation matrices in all interactions with customers that meets and surpasses set individual & team Net Promoter Score target.
- Provide a dedicated help desk or support line for immediate assistance with system-related issues, including technical problems and user errors.
- Take ownership of all customer issues arising. Lead team in resolving customer complaints.
- Lead team in Identifying and escalating priority issues and where necessary. Following up on customer concerns to ensure issues are closed within agreed SLA.
- Ensure a structured process for tracking, managing, and resolving incidents, including escalation procedures for critical issues.
- Establish mechanisms for receiving and addressing feedback from users regarding system performance and support services.
- Maintain an internal repository of troubleshooting guides, best practices, and system documentation for easy reference by the support team.
- Cross-functional Collaboration: Working closely with internal and external stakeholders such as customer support, technical support, logistics and sales to coordinate inventory-related activities and ensure alignment with overall business goals and objectives.
- Team Leadership and Development: Leading a team of end-user device technicians, call center and Technical Support, including recruitment, training, performance management, and mentorship. Fostering a collaborative and customer-focused work environment.
- Compliance and Regulation: Work closely with legal team, supply chain, marketing, and PR team as well as other stakeholders in ensuring compliance with regulatory requirements and industry standards governing inventory management.
Qualifications
Must have technical / professional qualifications:
- Degree in any business-related field.
- 3 years of direct Support of Information Systems in a busy Service Provider environment support Center and customer experience.
- At least one year experience in public sector
- Project Management certifications will be an added advantage.
- Previous experience with partner management, business, procurement and budgeting is an added advantage
- Experience in Agile delivery
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience5 years
- LocationNairobi
- Job FieldMedia / Advertising / Branding 
Responsibilities
The role holder will be required to demonstrate the following competencies.
Brand building competency:
- Define and refine the brand's positioning in the market, ensuring stand-out from competitors and appeals to the target audience.
- Articulates the brand story clearly to various stakeholders in order to meet various business objectives
- Analytical with ability to gather and evaluate information guiding the development of solutions that meet various business needs
- Turns growth issues and opportunities into insightful objectives, specified and implied tasks for the team
- Builds business insights by seeing patterns in data and anticipates the future
- Identifies behavior change barriers and triggers, and designs solutions to address them
- Applies learnings from adjacent business units and other industries as well as taps into open innovation stream to help develop breakthrough ideas.
- Plan, execute, and measure the success of integrated brand campaigns across various channels,
Productivity / Marketing effectiveness management:
- Influences engagement approaches with a sharp focus on achieving critical KPIs.
- Identifies and leverages synergies within the business to scale resources while delivering impact
- Digital evangelist who actively seeks opportunities for digitization to drive efficiency
- Influences partnerships and negotiations with a long-term view in order to sustained high impact delivery
Communication development and deployment:
- Accountable for multiple 'one briefs' going to agencies
- Sets high standards for the business and agency teams, fostering a challenging, risk-taking environment.
- Uses a variety of techniques to engage and energize Safaricom & Agency teams, nurturing ideas that have the power to drive communication and business results
- Aligns campaign reverts to overall organizational goals, encouraging synergies where possible and avoiding cross-purpose executions
- Project management, prioritizing projects, balancing between business expectations and changes in operating environments
- Utilizes agile rituals to create a visibly high performing cross-business team in a bid to unlock growth
People and Mindset Dimension
- Demonstrates ownership by holding self & others to account for highest standards to drive brilliant execution
- Inspires teams to take entrepreneurial risks; encourage collaboration & learning
- Inspires and guides others, to live Safaricom Spirit e.g., listens & values to every voice
Customer and Business Dimension
- Balances customer and business needs in decisions
- Ensures customer experience is at the core of all delivery
- Able to rally people behind a strong vision
- Has strong commercial and risk-reward judgement
- Is tech-driven and understands the role of tech in brand building and marketing communications to drive performance and efficiency.
Qualifications
Minimum qualifications:
- Bachelor's degree
- +5 years’ experience in brand management including atleast 2 years in senior roles in brand Management/ category marketing / innovations manager or Leadership roles in communications agency, strategy consulting, or related field
Method of Application
Use the link(s) below to apply on company website.
