Safaricom SB Relationship Account Manager Job in Kenya

Safaricom SB Relationship Account Manager Job in Kenya
In keeping with our current business needs, we are pleased to announce the following vacancies within the Commercial Division.

SB Relationship Account Manager
Ref: SB & RAM – JAN 2011

Reporting to the SB Sector Relationship Manager - Safaricom Business Sales, the job holder will be responsible for build and maintain a strong customer relationship with an identified premium market via telephone and site visits as per set Business Segment B2B customer relationship management standards.

Responsible for responding to customer’s queries and providing information to customers/subscriber on all issues as well as ensuring service request fulfillment within SLA.

The job holder’s key responsibilities will be to:
* Managing Corporate Service experience on an end to end basis.
* Regular customer engagement through face-to-face meetings and revenue growth of accounts under management
* Coordinate Service desk (Helpdesk) services to efficiently support accounts under management – billing, incident reporting, Escalation processes to Deployment Team or NOC teams
* Provide a premium service to high value customers - i.e. corporate customers.
* Educating customers on all our products and services while delivering high quality services to our customers.
* Maintain an accurate contacts database for entire decision making unit of accounts under management, spend analysis and wallet share analysis
* Service Level Agreements Management

The ideal candidate should possess the following skills and competencies:
* Degree from a recognized university
* Must have served as a Customer Care Representative in Safaricom for at least 4 years, of which 2 years must have been in line 200 or 400, or as a Senior Retail Agent or 3 years as a Relationship Executive within Safaricom Business or the Service Industry serving B2B customers
* Excellent knowledge of Safaricom products and services
* Excellent knowledge of Customer Management operations and procedures
* Computer literate in operating Microsoft Office suite- Ms Excel & Ms Outlook and automated systems.
* Excellent written and verbal communication skills (articulate) coupled with good listening and critical reasoning skills.
* Proactive, confident, energetic and able to work under pressure with a positive attitude and use good organization skills.
* Excellent interpersonal skills.
* Good decision making skills

If you are up to the challenge, posses the necessary qualifications and experience, please send your resume and application letter indicating why you are the most suitable candidate for the role clearly quoting the job title and Ref No to the address below.

All applications must be received on or before Thursday 13th January 2011.

The Senior Manager - Talent Acquisition,
Safaricom Limited.
Via email to: hr@safaricom.co.ke