Engineer, Fixed Customer Support at Safaricom Kenya

DESCRIPTION
 
We are pleased to announce the following vacancy in the Fixed Customer Solutions Department within the Technology Division.   In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Reporting to the Manager – Fixed Customer Support, the position holder will be responsible for maintaining fixed consumer satisfaction through the provision of timely installation, service provisioning and resolution of last mile fixed customer requests and complains and providing leadership to the fixed dispatch function ensuring best in-class service delivery for Safaricom Fixed business both in customer onboarding and customer support.

Job Responsibilities 

• Service delivery: Directly fulfil and resolve customer orders, requests and complains from commercial, front line teams and other stakeholders.
• Customer obsession: drive and deliver key customer support metrics, best practices, knowledge-based content, and methodologies that ensure the delivery of unsurpassed support and service, embedding customer obsession in every step of the customer journey.
• Partner management: Accomplish Home partner alignment and governance for customer facing resources through training, scheduling, coaching, communicating job expectations; planning, monitoring, appraising, enforcing last mile service delivery standards and quality.
• Processes: establish and improve customer service work flows and procedures for the Fixed customer Solutions department, ensuring full implementation of the technical support strategies across the Fixed business.
• Operational excellence: Determine Fixed customer service requirements by maintaining contact, visiting operational environments such as call centre, SOC, dispatch and partners, conducting surveys, forming focus groups, benchmarking best practices, analyzing information and applications.
• Strategy: Identify customer service trends and customer needs evolution, determine system and process improvements, and implement changes that improve existing service delivery strategies and bring about improvement in customer service initiatives.
• Financial management: directly responsible and accountable for validation, organizing, directing, tracking and approval of payments to partners and vendors on matters customer connections and ISP maintenance in their allocated regions.
• Asset management: directly responsible and accountable for planning, delivery, controlling, tracking and recovery of home ISP assets and distribution and accountability from home partners and technicians.
• Dispatch management: Oversee and continually review and enhance dispatch center operations, customer communication and management to ensure seamless service delivery to the last mile.
• Customer communication: uses his/her knowledge and superior experience in replying to complex customer issues, efficiently dealing with any faults leading to customer satisfaction.
• Capability management: Maximize on customer support operational performance through the provision of upskilling and empowerment to front line teams, partner ecosystem, dispatch in detecting, diagnosing and resolving technical customer issues  

QUALIFICATIONS

• A customer-obsessed individual.
• Bachelor’s degree in Engineering, computer science, IT, or any technical related field
• At least 2 years experience in a fast-paced Technical Support preferably in an Internet Service provider, enterprise environment or equivalent.
• Proven customer service/support skills with internal and external customers
• Direct involvement in implementing and improving processes and customer journeys in a Fixed network environment, ISP or equivalent.
• ITIL, CCNA, CCNP, HCNA and any other technical professional certifications will be an added advantage.