Mekelle, Tigray, Ethiopia
SAFARICOM
Role purpose:
Responsible for frontline delivery of high-quality customer service in all interactions with customers visiting Safaricom customer care touch points.
 
Key accountabilities and decision ownership:
 
·       Offer exceptional front-line support to CBU, EBU and M-PESA customers, agents and merchants visiting customer care touch points and ensure that customers are satisfied with the services.
·       Delivery of world class customer service in all interaction with customers that meets the set individual TNPS 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 daily log of all escalated issues and communicate resolutions/delays to including the customer.
·       Achievement of set individual target on delivery of quality customer service as per set SLA/service level.
·       Adherence to documented operational processes, procedures, and standards.
·       Responsible for ownership and confidentiality of customer documents/records including filing of the same.
·       Accuracy and integrity of Customer data.
·       Ensure achievement on all Care Desk performance management parameters with focus on continuous improvement.
·       Serve as focal point in transferring knowledge and standards through training and other means to all Safaricom distribution network staff.  
·       Any other duty assigned by the Team Leader.  
 
Creativity and Innovation

Identifying and assessing customer’s needs to ensure they are satisfied.
Ensuring each customer interaction to build lasting relationships with customers, ensuring they feel supported and valued.

 
Key performance indicator:

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.
100% accuracy on all issues escalated and ensure end-to-end follow-ups.
100% adherence to processes and procedures for provision of service as stipulated.
Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end.
Adherence to set non-negotiable customer service standards, culture, and engagement.

 
Must have technical / professional qualifications:

Degree from a recognized Institution.
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 advice 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 with what is available in the market.
Proficiency in local language 

Desired

Working in Safaricom distribution channel or customer care with distinctive performance.

How To Apply:
 
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.
 
The closing date for receiving applications is   Tuesday, 14 May 2024, 5:00pm
 
 

Mekelle, Tigray, Ethiopia
SAFARICOM
Role purpose:
Responsible for frontline delivery of high-quality customer service in all interactions with customers visiting Safaricom customer care touch points.
 
Key accountabilities and decision ownership:
 
·       Offer exceptional front-line support to CBU, EBU and M-PESA customers, agents and merchants visiting customer care touch points and ensure that customers are satisfied with the services.
·       Delivery of world class customer service in all interaction with customers that meets the set individual TNPS 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 daily log of all escalated issues and communicate resolutions/delays to including the customer.
·       Achievement of set individual target on delivery of quality customer service as per set SLA/service level.
·       Adherence to documented operational processes, procedures, and standards.
·       Responsible for ownership and confidentiality of customer documents/records including filing of the same.
·       Accuracy and integrity of Customer data.
·       Ensure achievement on all Care Desk performance management parameters with focus on continuous improvement.
·       Serve as focal point in transferring knowledge and standards through training and other means to all Safaricom distribution network staff.  
·       Any other duty assigned by the Team Leader.  
 
Creativity and Innovation

Identifying and assessing customer’s needs to ensure they are satisfied.
Ensuring each customer interaction to build lasting relationships with customers, ensuring they feel supported and valued.

 
Key performance indicator:

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.
100% accuracy on all issues escalated and ensure end-to-end follow-ups.
100% adherence to processes and procedures for provision of service as stipulated.
Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end.
Adherence to set non-negotiable customer service standards, culture, and engagement.

 
Must have technical / professional qualifications:

Degree from a recognized Institution.
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 advice 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 with what is available in the market.
Proficiency in local language 

Desired

Working in Safaricom distribution channel or customer care with distinctive performance.

How To Apply:
 
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.
 
The closing date for receiving applications is   Tuesday, 14 May 2024, 5:00pm
 
 

Hybrid (Addis Ababa, Ethiopia)
NGB Consulting Services
Job Summary:
A Personal Assistant (PA) is responsible for providing comprehensive administrative and personal support to an individual, often a senior executive or professional. The PA's role is to streamline the employer's daily activities, manage their schedule, and assist in both professional and personal tasks to enhance productivity and maintain an organized lifestyle.
Key Responsibilities:

Calendar Management: Efficiently manage the employer's calendar, schedule meetings, appointments, and travel arrangements. Ensure that the employer is well-prepared and on time for all engagements.
Communication: Screen and manage phone calls, emails, and correspondence on behalf of the employer. Respond to routine inquiries and prioritize messages.
Task Management: Organize and prioritize tasks and to-do lists to ensure that the employer's goals and objectives are met.
Travel Planning: Make travel arrangements, including booking flights, accommodations, transportation, and creating itineraries for business trips or personal vacations.
Meeting Support: Prepare agendas, take meeting minutes, and follow up on action items discussed during meetings. Arrange necessary logistics for meetings, both internal and external.
Document Handling: Create, edit, and proofread documents, reports, and presentations. File and maintain important documents in an organized manner.
Expense Management: Track and reconcile expenses, prepare expense reports, and ensure timely reimbursement.
Personal Support: Assist with personal tasks such as managing household expenses, coordinating family events, and handling personal errands.
Research: Conduct research on various topics, projects, or tasks as requested by the employer.
Confidentiality: Maintain strict confidentiality regarding all personal and professional matters.
Problem Solving: Proactively identify and resolve issues and challenges to streamline the employer's daily operations.

Qualifications:

Bachelor's degree or relevant administrative experience.
Strong organizational and time management skills.
Excellent communication and interpersonal abilities.
Proficiency in office software, including word processing, spreadsheet, and presentation tools.
Discretion and the ability to handle sensitive and confidential information.
Flexibility and adaptability to changing priorities.
A professional and proactive attitude.
Knowledge of the employer's industry or field may be a plus.

Working Conditions: The job of a Personal Assistant often involves working closely with the employer, which may require a flexible schedule and the ability to adapt to the employer's needs.
Package compensation: Br. 5,000

Hybrid (Addis Ababa, Ethiopia)
NGB Consulting Services
Job Summary:
A Personal Assistant (PA) is responsible for providing comprehensive administrative and personal support to an individual, often a senior executive or professional. The PA's role is to streamline the employer's daily activities, manage their schedule, and assist in both professional and personal tasks to enhance productivity and maintain an organized lifestyle.
Key Responsibilities:

Calendar Management: Efficiently manage the employer's calendar, schedule meetings, appointments, and travel arrangements. Ensure that the employer is well-prepared and on time for all engagements.
Communication: Screen and manage phone calls, emails, and correspondence on behalf of the employer. Respond to routine inquiries and prioritize messages.
Task Management: Organize and prioritize tasks and to-do lists to ensure that the employer's goals and objectives are met.
Travel Planning: Make travel arrangements, including booking flights, accommodations, transportation, and creating itineraries for business trips or personal vacations.
Meeting Support: Prepare agendas, take meeting minutes, and follow up on action items discussed during meetings. Arrange necessary logistics for meetings, both internal and external.
Document Handling: Create, edit, and proofread documents, reports, and presentations. File and maintain important documents in an organized manner.
Expense Management: Track and reconcile expenses, prepare expense reports, and ensure timely reimbursement.
Personal Support: Assist with personal tasks such as managing household expenses, coordinating family events, and handling personal errands.
Research: Conduct research on various topics, projects, or tasks as requested by the employer.
Confidentiality: Maintain strict confidentiality regarding all personal and professional matters.
Problem Solving: Proactively identify and resolve issues and challenges to streamline the employer's daily operations.

Qualifications:

Bachelor's degree or relevant administrative experience.
Strong organizational and time management skills.
Excellent communication and interpersonal abilities.
Proficiency in office software, including word processing, spreadsheet, and presentation tools.
Discretion and the ability to handle sensitive and confidential information.
Flexibility and adaptability to changing priorities.
A professional and proactive attitude.
Knowledge of the employer's industry or field may be a plus.

Working Conditions: The job of a Personal Assistant often involves working closely with the employer, which may require a flexible schedule and the ability to adapt to the employer's needs.
Package compensation: Br. 5,000

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ

Elevate Your Lifestyle at Kefita Addis! ? Luxury Living | ከፍታ ሪል ስቴት ቅንጡ መኖሪያ