Safaricom to employ 300 additional customer care staff, set up new care centre




An employee serves a customer inside a mobile phone care centre operated by Kenyan's telecom operator Safaricom; in the central business district of Kenya's capital Nairobi, May 11, 2016. REUTERS/Thomas Mukoya

Safaricom has announced renewed investments in its Customer Care organization as it seeks to strengthen service delivery to customers.

Following last year’s announcement of an additional 600 jobs at its primary call centre located in Nairobi, Safaricom has started the process to create an additional 300 job opportunities this year to boost ongoing customer care initiatives.

(TOP: A customer being served at a Safaricom care centre).

In the last year, Safaricom has commissioned 135 customer care desks across the country which aim to provide customers with easier access to essential services.

“We are progressively examining how we can improve the customer’s experience on our network. The additional staff should help decrease call waiting times at the Call Centre, while the mobile Care desks will ensure that more customers have enhanced access to the right services,” said Bob Collymore, CEO, Safaricom.

The initiatives form part of a two-year internal customer experience strategy that aims to lead to several transformational initiatives for the company’s customer engagement initiatives.

Specifically, the agenda aims to put the customer at the heart of all initiatives launched by the company, ensuring that all company efforts create individualized experiences for customers.

“We are in the process of deploying intelligent solutions that will enable us to better understand our customer needs across all divisions of the company. The planned customer care centre will ease pressure on our existing centre – already the biggest in the region – even as it provides more employment opportunities,” said Collymore at the company’s Annual General Meeting held on September 15, 2017.

At today’s event, Safaricom shareholders approved a final dividend of Kshs 0.97 per share for the Financial Year ended March 31, 2017 as recommended by the Directors.

The final dividend will be payable on or before December 1, 2017 to the Shareholders appearing on the Register of Members as at September 15, 2017.




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