Enterprise Support Executive

To ensure all daily after-sales post-paid services are met.
To ensure all services are done within agreed SLA.

Key accountabilities:

• Attending all issues escalated to EBU support help desk within the agreed SLA 
• Work in conjunction with other stakeholders across departments to solve customer issues and improve customer experience.
• Be proactive in Reporting and making follow up on any Customer impacting issue / EBU support systems fault that has been reported to ITB and provide feedback regarding resolution on time.
• To ensure that VIP customers are given priority in responding/resolving their queries within the agreed SLA.
• To support Mpesa Biller's desk when required 
ajira

Core competencies, knowledge, and experience 

• Strong analytical skills
• 2+ years’ experience in industry or functional experience.
• Excellent communication skills
• Strong stakeholder engagement
• Strong customer service and customer satisfaction ethos. Delivering results.
• Interpersonal skills 
• Excellent communication skills
• Telecommunications experience would be advantageous.

Technical/professional qualifications: 

• Diploma in Business Administration, Economics, Marketing or its equivalent.

• Ownership
• Building Rapport
• Resilience
• Expert Advice
• Expert Communication