Job Description
Purpose:
Overall Responsibility for Care of all EBU customers visiting Retail Shops, which includes selling and upselling EBU Products and Services, training & providing end-to-end support with a particular focus on SMEs and Soho customers.
Key Responsibilities:
- Offer exceptional front-line support to Business customers visiting Retail shops and ensure that customers are satisfied with products, services, and features.
- Acquisition of customers on Safaricom Enterprise products and services
- Training of customers on Enterprise Products and services
- Achievement of Revenue and customer acquisition targets
- Provision of superior service to customers and proactive handling of customer issues to achieve the set NPS targets.
- Develop strong relationships with customers to grow revenue and reduce churn
- Liaise with other EBU internal resources to support customers within the shop and surrounding areas
- Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end.
- Adherence to documented operational processes, procedures, and standards
- Identify opportunities to win more on sales by up-selling and cross-selling and ensure achievement of daily, weekly, monthly, and quarterly sales targets
Key performance indicators
- Revenue Achievement
- Customer Acquisition – Mobile Voice & Data Connections, Fixed Broadband Connections, MPESA merchants
- Enterprise Net Promoter Score
- Product Penetration
Job Requirements
Education & Experience:
- Business-related degree from a recognized university.
- Minimum 2-year B2B sales experience
- Minimum 2 years experience in a frontline customer-facing service environment.
- Understanding of English and local language both written and spoken.
- Literacy in basic computer applications such as MS word, excel, outlook, etc.
- Ability to cope with pressure from customers while delivering quality service.
- Ability to accurately perform cash transactions.
- Knowledge of Telecommunication products and services.
- Good listening and critical problem-solving skills.
How to Apply
If you feel that you are up to the challenge and possess the necessary qualification and experience, proceed to update your candidate profile on https://bit.ly/3NItsGL, then click on the apply button
Remember to attach your resume !
Female candidates are encouraged to apply.