Service Fulfilment Associate at Safaricom

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.

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

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
Click on the link to apply: https://egjd.fa.us6.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/794