Position: Client Service Manager
Ref: EBU_CSM__JULY _2013
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!
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:
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.
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.
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
Safaricom Ltd Nairobi
via E-mail to hr@safaricom.co.ke