9 May 2017

Safaricom Senior Officer - Vendor Experience Job in Kenya

We are pleased to announce the following vacancy in the Enterprise Business Unit Division. In keeping with our current business needs,we are looking for a person who meets the criteria indicated below:

Reporting to the Operations Manager, the Senior Officer – Vendor Experience will ensure an excellent customer experience end to end. Analyzing, understanding and executing constant improvements to the online/onsite and offline experience. Ensure an excellent vendor experience, supporting variety of touch points across our platform, from onboarding to execute commercial/operation plans.

Responsible for the VNPS and NPS of the department, ensuring the right communication to the rest of the team and constantly exploring improvements to the KPIs.


  • Work to ensure that customer order are fulfilled flawlessly as per SLA
  • Improve the customer experience based on feedback from customers,internal stakeholders and recommend remedial practices
  • Perform quality checks and monitor customer satisfaction KPIs anddrivers
  • Ensure seamless vendor experience while trading and offer exceptional support
  • Create relevant training materials and train new and existing vendorson how to be successful on using the platform
  • Monitor vendors to ensure they fulfill order within SLA withoutcancellation
  • Solve all vendor issues such as they arise e.g. Systems, contentcreation and reconciliation or escalating to the relevant departments.
  • Follow up with relevant departments to ensure smooth vendor operations e.g. Finance and Warehousing , content creation, customer support, Technology teams etc

Job Requirements

  • Excellent project management skills
  • Understanding of e-commerce on-boarding requirements
  • Comfort with complex database structures and queries.
  • Thrive in the face of ambiguity and constant change.
  • Must work well in the face of aggressive deadlines, while maintaining data integrity and accuracy.
  • Must be willing and able to accommodate flexible work schedule during critical business periods.
  • Must exhibit high degree of ownership and accountability.
  • Strong communication skills

How to Apply
Click here to apply

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