Relationship Executive

We are pleased to announce the following vacancy in the Customer Operations Department of the Enterprise Business Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below:
Brief Description
Reporting to the Team Leader – Customer In-Life LE, the position holder will be responsible for ensuring excellent and timely customer service by managing the relationship of the accounts under their control; by handling all support issues, escalations and ensuring resolution within SLA, and by maintaining communication with the Customer on all account support issues throughout the entire customer journey.
Key Roles:

In charge of Churn, Suspensions, Credit Notes for their TML – maintain <1% credit notes on total baseline; 100% retention of defined baseline revenue (across all products)within the given period; Identify opportunities for cross-selling, upselling and stimulating organic growth in the accounts under management and assign identified leads; Maintain a strong and deep relationship with accounts under direct management – achieve an NPS of at least 80% as per internal measurement mechanisms; Sharing customer issues & requests to the respective/correct folders, teams as well as line manager; Follow through on all issues to ensure closure within stipulated SLAs – 95% adherence to service level agreements and give progressive feedback on potential breach of SLA; Maintain communication with the customer throughout the entire customer journey – Feedback to customers within 2 hours of query or issue resolution; >99% Quality SRs captured on Siebel by raising service requests accurately;
Continuously updating customer contacts on Siebel and sharing a report of the same with responsible teams;
Flag any recurring incidences/potential escalations and issues past SLA to line manager;
Share Weekly and ad hoc reports with line Manager;
Share with customers company initiatives, outages, network and systems upgrades;
Capture service review minutes and notes – shared in 24hours;
Create and update SDPs for top Customers;
Spearhead delight activities within your TML.

 
QUALIFICATIONS
 

Excellent communication and interpersonal skills;
Diploma in a business related field;
Experience in B2B sales support will be an added advantage;
Commercially orientated with a desire to increase revenues and profitability of the business;
Demonstrate ability to solve problems or come up with quick solutions to issues raised;
Understands Safaricom Enterprise products and services portfolio;
Ability to identify and qualify opportunities to develop new business;
Should be willing to work anywhere in the country.

Additional Details

As part of the interview process external candidates should prepare the following documentation which will be required at a later stage based on your performance in the interviews/assessments.

An updated CV with contacts of three referees, 2 who must be professional and must have supervised you at some point, the other referee can be a colleague in the same professional field;
Kenyan Certificate of Good Conduct (Less than 1 year old) or a receipt of the same from the CID pending release of the hardcopy document;
Clearance certificate from a reputable Credit Reference Bureau (CRB);
Degree/Diploma Certificate/ Letter of completion from University in case you have not received your degree certificate;
National ID/Passport.