Service Fulfilment Associate at Safaricom Kenya

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 tadhere tsafety, 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).
• End-to-end management of orders, ensuring complete status of all services provided.
• Proactive communication with all stakeholders in management of orders and service requests
• Progress orders across all products from request tdelivery, ensuring timely activation, adherence tSLAs, and alignment with customer expectations.
• Ensure 100% billing of all requests received from TES daily.
• Identifying and closing revenue leakages e.g., POC Tracking, Revenue Assurance reconciliations
• Relevant KYC compliance checking
• Ensure all service requests are processed within the set standards in accordance with business goals.
• 98% Order accuracy
• 97% adherence tSLA
• 100% closure of SRs with complete details and timely submission of orders
• SR Tracking and Service Activation
• Timely activation of service
• CRM/CBS Billing
• Ensuring all completed projects are billed as per customer request.
• Quality assurance on billed fixed service accounts.
• Ad hoc 
• Manual invoice processing
• Complete and accurate billing of all ad hoc products not catered for in CRM and CBS
• Reporting and cross selling. Generate and analyze order and fulfillment reports tidentify trends in mission-critical products, gaps, and opportunities for cross-selling relevant Fixed, IoT, and ICT solutions.

Support

• Product Support
• User requirements gathering
• User Acceptance Tests 
• Regression Tests
• Benefit realization input.
• Automation and digitization
• System Support
• Immediate escalation and troubleshooting of backend errors.
• System failure’s fault monitoring and follow up affecting order processing tthe relevant technical teams. 
• Technology and Product team liaison 
• System upgrades and enhancement collaborator and testing 
• 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 twork under pressure with a positive attitude and strong organizational skills.
• Excellent interpersonal and relationship-building skills.
• Good decision-making and problem-solving abilities.