Job Description
At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.
Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.
Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.
To support digital channels services that offers first class customer interactions via digital and online channels (IVR/SMS/USSD/Email/Web Chat/social media/Safaricom App)
Responsibilities
Core Responsibilities.
Support the growth and penetration of the digital uptake, cutting across IVR, USSD, SMS, Chat, Email, Social media and the APP.
Document, review and update on all new/modified functionalities on digital systems and processes staying in tune and adopting the latest digital trends across all digital channels.
Implement new/modified functionalities as per approved plans and within agreed timeframe
Continuously obtain feedback on the digital channels and processes and address any gaps from key stakeholders through research and analysis
Coordinate digital innovation initiatives and follow through to implementation
Carry out business analysis for the improvement of existing systems and provide recommendation on improvement of systems on a quarterly basis.
Implement identified improvements
Identify training and development requirements for Digital Agents enabling them to meet their performance targets through scheduling of training interventions.
Ensure quality of escalations from the team meet laid down standards to promote faster resolution to customer queries.
Initiate disciplinary process on non-performance issues with evidence of documented support initiatives to enable Agent performance improvement.
Implement initiatives to maintain digital channel NPS on an upward trend
Continuously update and maintain Digital Channels Content Management
Participate in the development of the annual performance plans for consumer care digital channels
Provide input in the development of the Digital Channels Road map
Internal and External stakeholder engagement
Business Competencies
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 written and verbal communication skills
Excellent interpersonal skills Proactive, results oriented, confident, energetic and able to work under pressure with a positive attitude
Must have good problem solving and analytical skills as well as decision making abilities
Must have good leadership and supervisory skills
Good organization and planning skills
Good report writing and presentation skills
Functional Competencies
The ability to drive continuous improvement of digital services to fully meet user needs in a convenient and straightforward way.
The ability to implement channel shift strategies to move users from traditional to digital delivery channels.
Successful design, delivery and ongoing management of high-quality services which maximized opportunities offered by digital technology.
Good grasp and expertise in analyzing and using customer insight and user and performance data in the design of Services.
Strong Business competencies
Understanding core levers of the business
Experience in business analysis, customizations, development
Critical thinker has ability to find new solutions
Willingness to “roll up one’s sleeves,” work and study outside of one’s comfort zone and encourage the team toward such behavior
Creates a culture of innovation based on experimenting and data-driven decision making
Key Performance Indicators
Innovation road map
Documented and approved quarterly digital channels innovation roadmap.
Drive digital channels growth
Documented initiatives towards the growth of digital channels uptake
Reporting
Reports submitted weekly and monthly on digital channels innovation initiatives
Post Launch assessment of digital channels
Post-launch assessment report submitted within 3 weeks of digital channel or service launch.
Customer feedback analysis
Analyze and report on customer feedback on digital channels available in the market.
Cost reduction Initiatives
Drive cost reduction initiatives within the portfolio through both the development of products/ business process and review of existing products & service/business processes to reduce costs.
Projects management
Ensure planned digital roadmap projects are delivered.
Research
Documented research and analysis on the digital channels
Job Requirements
An undergraduate degree preferably in Tech, Business, or social sciences
1+ year experience on digital transformation within a similar function/organization
1
year
experience working in a customer service environment within a service-oriented organization. Work in telecommunication, Banking or airline sector will be an added advantage;
Wide appreciation of analytics in driving outcomes for both customers and the business.
Excellent knowledge of Safaricom products and services