Beatrice

Customer Care Agent | Safaricom PLC

Safaricom PLC • Vollzeit

Feb 2024 - Feb 2026 • 2 yrs

As a Customer Care Agent at Safaricom PLC, one of Africa's most innovative telecommunications companies, I was responsible for delivering exceptional customer experiences across multiple channels, including Phone/Call Center, Email, and Live Chat. My role was centered on ensuring every customer interaction reflected Safaricom's commitment to quality service and customer satisfaction. I handled a high volume of inbound and outbound customer inquiries, providing timely and professional responses to issues including network connectivity, M-PESA mobile money transactions, billing disputes, product subscriptions, and general account management. I served as the first point of contact for customers, ensuring their concerns were acknowledged and resolved efficiently within established service level agreements (SLAs). Through the call center, I managed real-time conversations with customers, demonstrating active listening, empathy, and clear communication to deliver effective solutions. Via email, I composed well-structured professional responses addressing queries comprehensively. Through live chat, I provided prompt assistance, handling multiple interactions simultaneously without compromising service quality. I collaborated with cross-functional teams including technical support, billing, and escalation departments to resolve complex issues seamlessly. I documented all interactions in the CRM system and consistently upheld Safaricom's data privacy standards and compliance protocols. This role sharpened my ability to remain composed under pressure, manage difficult conversations professionally, and meet key performance targets including customer satisfaction scores and first-call resolution rates.