VACANCY ANNOUNCEMENT

Applications are invited from suitably qualified candidates to fill the following vacant position below:

CUSTOMER SERVICE ASSISTANT

Reporting to the Shop Executive, the Customer Service Assistant shall be responsible for provisioning first level customer care support and drives sales in designated TNM shops across the country.

Major Tasks and Responsibilities

• Educates and disseminates information on company products and services to walk in customers.
• Resolves all customer related issues and escalates all outstanding issues to relevant service owners in line with SLAs and OLAs.
• Drives and cross sells shop products and services: airtime, Mpamba, sim cards, devices and post-paid sales shops sales.
• Adheres to all TNM Shop Operational Standards, Service Standards, TNM and Procedures.
• Prepares and submits daily, weekly, and monthly customer issues.
• Initiates Mpamba Agent onboarding process to grow Mpamba shop revenue.
• Initiates device sales, services activations, and onboarding of broadband customers.
• Participates in periodic market activations programs to drive shop in-house sales.
• Reconciles daily, weekly and monthly financial reports and submit them to the shop manager and finance.

Educational and Competencies Requirements

• Minimum of Diploma in Business Management, Marketing, Accounting or any related field.
• Problem solving and analytical skills.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Result-oriented person with great ability to work with minimal supervision.

• Educates and disseminates information on company products and services to walk in customers.
• Resolves all customer related issues and escalates all outstanding issues to relevant service owners in line with SLAs and OLAs.
• Drives and cross sells shop products and services: airtime, Mpamba, sim cards, devices and post-paid sales shops sales.
• Adheres to all TNM Shop Operational Standards, Service Standards, TNM and Procedures.
• Prepares and submits daily, weekly, and monthly customer issues.
• Initiates Mpamba Agent onboarding process to grow Mpamba shop revenue.
• Initiates device sales, services activations, and onboarding of broadband customers.
• Participates in periodic market activations programs to drive shop in-house sales.
• Reconciles daily, weekly and monthly financial reports and submit them to the shop manager and finance.

• Problem solving and analytical skills.
• Excellent oral and written communication skills.
• Excellent interpersonal skills.
• Result-oriented person with great ability to work with minimal supervision.

• Minimum of Diploma in Business Management, Marketing, Accounting or any related field.