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Snap Plaza 8th floor, Bole Next to The Millennium hall. Addis Ababa, Ethiopia
Job Description:


Overall Responsibility for Care of all EBU customers visiting Retail Shops, which includes selling and upselling of EBU Products and Services, training & providing end to end support with particular focus on SMEs and Soho customers.

Key Responsibilities:

  • Offer exceptional front-line support to Business customers visiting Retail shops and ensure that customers are satisfied with products, services, and features.
  • Acquisition of customers on Safaricom Enterprise products and services
  • Training of customers on Enterprise Products and services
  • Achievement of Revenue and customer acquisition targets
  • Provision of superior service to customers and proactive handling of customer issues to achieve the set NPS targets.
  • Develop strong relationships with customers to grow revenue and reduce churn
  • Liaise with other EBU internal resources to support customers within the shop and surrounding areas  
  • Adherence to KYC process guidelines - Update customer records accurately on systems and databases including following KYC procedures end to end.
  • Adherence to documented operational processes, procedures, and standards
  • Identify opportunities to win more on sales by up-selling and cross-selling and ensure achievement of daily, weekly, monthly, quarterly sales targets

Key performance indicators


  • Revenue Achievement
  • Customer Acquisition – Mobile Voice & Data Connections, Fixed Broadband Connections, MPESA merchants
  • Enterprise Net Promoter Score
  • Product Penetration
Job Requirements:

Education & Experience:

  • Business related degree from a recognized university.
  •  Minimum 2-year B2B sales experience
  •  Minimum 2 years’ experience in frontline customer facing service environment.
  •  Understanding of English and local language both written and spoken.
  • Literacy in basic computer applications such as MS word, excel, outlook etc.
  • Ability to cope with pressure from customers while delivering quality service.
  • Ability to accurately perform cash transactions.
  • Knowledge of Telecommunication products and services.
  • Good listening and critical problem-solving skills.
Job Category:
Customer ServiceSales and Marketing
Customer Service, Sales and Marketing
Full time
Full time
Addis Ababa
Safaricom Ethiopia PLC Safaricom Ethiopia PLC

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