Job Description
Reporting to the Mobile Services Orders Lead, the role holder will ensure delivery of high-quality support service to Packaged Solutions Tribe/In-life teams through Service activation in line with customer obsession and SLA Management.
Responsibilities
Job Responsibilities
Health and Safety
• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions
Order Management
• Manage Onboarding process of all Safaricom Business Prepositions I.e., Fixed Data, GSM, and ICT solutions (e.g., IOT, Cloud).
o End-to-end management of orders, ensuring complete status of all services provided.
o Proactive communication with all stakeholders in management of orders and service requests
o Progress orders across all products from request to delivery, ensuring timely activation, adherence to SLAs, and alignment with customer expectations.
o Ensure 100% billing of all requests received from TES daily.
o Identifying and closing revenue leakages e.g., POC Tracking, Revenue Assurance reconciliations
o Relevant KYC compliance checking
• Ensure all service requests are processed within the set standards in accordance with business goals.
o 98% Order accuracy
o 97% adherence to SLA
o 100% closure of SRs with complete details and timely submission of orders
o SR Tracking and Service Activation
o Timely activation of service
• CRM/CBS Billing
o Ensuring all completed projects are billed as per customer request.
o Quality assurance on billed fixed service accounts.
• Ad hoc
o Manual invoice processing
o Complete and accurate billing of all ad hoc products not catered for in CRM and CBS
o Reporting and cross selling. Generate and analyze order and fulfillment reports to identify trends in mission-critical products, gaps, and opportunities for cross-selling relevant Fixed, IoT, and ICT solutions.
Support
o Product Support
User requirements gathering
User Acceptance Tests
Regression Tests
Benefit realization input.
Automation and digitization
o System Support
Immediate escalation and troubleshooting of backend errors.
System failure’s fault monitoring and follow up affecting order processing to the relevant technical teams.
Technology and Product team liaison
System upgrades and enhancement collaborator and testing
o Regional Support
Training on new changes/products customer journey and Onboarding
System Upgrade Competency Guiding
Specialist order types of execution e.g., Ad-hoc orders raising approval.
Incident management support i.e., liaising with Dealer Sales Agents and relevant teams during system downtimes affecting order processing, ensuring timely escalation and resolution.
Reporting
Analytics
Quality checks
ERP equipment Orders
Bulk Orders
Progression of bulk orders on OMV6
Qualifications
Must have technical / professional qualifications:
• Minimum one (1) year experience in B2B Sales, Account Management and/or Service Fulfilment.
• Background in Telco, Enterprise service fulfilment is an added advantage
• A bachelor’s degree (a business-related discipline with IT or commercial bias is an added advantage).
• Excellent knowledge of Safaricom Business processes, products, and services.
• Strong written and verbal communication skills, with good listening and critical reasoning ability.
• Proactive, confident, energetic, and able to work under pressure with a positive attitude and strong organizational skills.
• Excellent interpersonal and relationship-building skills.
• Good decision-making and problem-solving abilities.
How to Apply
If you are up to the challenge and possess the required qualifications and experience, update your candidate profile on the recruitment portal and click Apply. Attach your updated resume.
About Us
We are the leading telecommunication company in East Africa. Our purpose is to transform lives by connecting people to people, people to opportunities and people to information.
We keep over 42 million customers connected and play a critical role in the society, supporting over one million jobs both directly and indirectly while our total economic value was estimated at KES 362 Billion ($ 3.2 billion) for the 12 months through March 2021. We are listed on the Nairobi Securities Exchange (NSE) and with annual revenues of close to KES 298 Billion ($2.5 billion) as at March 2022.
We were founded in 1997 as a fully owned subsidiary of Telkom Kenya before a 40 percent acquisition by Vodafone Group PLC in May 2000, and a public offering of 25 percent shares through the NSE in 2008. Under the management of Vodafone Group PLC, we welcomed Michael Joseph, as our first CEO, a few months later in July of 2000. He led the company’s growth to accommodate 16.71 million subscribers from the previous 20,000, largely owing to innovative products like M-PESA in 2007.
