Senior Officer – After Sales Support

Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.

We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.

Safaricom Ethiopia is offering a wide range of careers, whether you’re looking to join our technology, commercial or corporate teams. If you would like a challenge and the promise of a digital future for the people of Ethiopia, we are looking for you.

We are pleased to announce the following vacancy for Senior Officer – After Sales Support within the Consumer Business Unit function in Ethiopia. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Detailed Description

Reporting to the Manager Terminals, the role holder will be responsible for the operational execution of all After Sale terminals support, technical problem solving, warranty, technical training & communication, and performance reporting.

ROLE RESPONSIBILITIES

• Facilitate effective and efficient testing of all terminals in accordance with Safaricom-approved standards.
• Coordinate all aspects of After Sales support - policies, processes, and SLA.
• Manage all aspects of customer and Distributor complaints related to Safaricom terminals. Deal with any customer complaints pertaining to product reliability, assist Distributors and customers alike to find resolutions to these complaints.
• Customer Satisfaction Index (CSI), Fixed First Visit (FFV), Service Follow Up (SFU) Implementation, reporting, distribution, and handling account with the after-sales provider.
• Coordinate the presence of Technical Support Specialists at trade shows, field days, training presentations, and complex in-field service issues, as required.
• Assess Training needs of Retail Shops and Distributor network (Technical and Non-Technical) and work with vendors to tailor courses to the needs of the market.
• Collect data and trend product service issues through warranty claims and call reports, and forward information and potential solutions to Terminals and CBU as appropriate.
• Carry out after-sales related market research and recommend improvement measures with the aim of continuously enhancing customer satisfaction through quality and efficiency.
• Support Terminals Pricing and Intelligence Manager in the development of business cases and business process documentation related to terminals pricing.

Job Requirements

• 3+ years experience in a similar role
• Bachelor’s degree in a business or IT-related field
• Customer service experience
• Sound knowledge of the mobile device industry
• Sound knowledge of the aftersales process
• Experience in managing people

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 HERE

Remember to attach your resume.