Reporting to the Product Owner, the role holder will build and maintain a strong customer relationship with an identified premium market via telephone and site visits as per set Customer Management standards. They will also be responsible for responding to customer’s queries and providing information to customers/subscriber on all issues through the allocated corporate line.
Key Responsibilities
Service Quality

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.

Firsthand contact resolution

Ensure First Contact Resolution where possible and escalate and follow up issues to resolution when applicable.

Customer Satisfaction

Maintain high customer satisfaction for all the corporate accounts handled while reducing churn.
Detail documentation of procedures that improve on data services, product use and overall customer experience.

QUALIFICATIONS
Must have technical / professional qualifications:

Must have served as a CCR in Safaricom for at least 2 years, of which the last 12 months must have been in line 200 or 400, or on the Advantage/Prestige desk
Excellent knowledge of Safaricom products and services
Excellent knowledge of CM operations and procedures
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