What Jobs are available for Safaricom in Nairobi?

Brief Description

Reporting to the Manager – Operational Excellence, the position holder will be responsible for reporting on the performance on all the defined operational processes for Technology Departments and driving process compliance through engagements with the respective service owners.

Brief Description

Reporting to Development Lead Fintech, the M-PESA MiniApps Development Engineer will be responsible for designing, developing, and maintaining mini-applications within the M-PESA ecosystem. The role focuses on enabling internal and third-party integrations, building customer-centric experiences on the M-PESA Super App, and ensuring scalable, secure, and reliable mini-app solutions that drive merchant, consumer, and ecosystem growth.

Brief Description

Reporting to the Enterprise IT Delivery Manager, the Senior Business Analyst is responsible for bridging the gap between business needs and technology solutions. This role is responsible for leading the analysis and design of business processes, systems, and solutions that drive strategic initiatives and operational improvements. By working closely with stakeholders across departments, the Senior Business Analyst ensures that business requirements are accurately captured, translated into functional specifications, and delivered through effective collaboration with technical teams. The role-holder will also propose ways in which the existing processes and systems can be used or changed to meet new business requirements as well as point out and identify new systems needed to meet business requirements, within the context of a well-established Enterprise IT Architecture.

Company Description

Shop Zetu's mission is making fashion accessible across Africa. Shop Zetu is a fashion technology company that provides an e-commerce marketplace, infrastructure, and tools for fashion vendors to enable online fashion retail. The online marketplace currently serves over 300 fashion and beauty brands and more than 30,000 customers in Kenya.

Role Description

This is a full-time on-site role for a Customer Care Representative located in Nairobi. The Customer Care Representative will be responsible for managing customer support, ensuring customer satisfaction, and providing excellent customer service. Daily tasks will include assisting customers with inquiries, addressing complaints, and maintaining updated records of customer interactions. The representative will also collaborate with other departments to improve the overall customer experience.

Qualifications

• Strong Interpersonal Skills, Excellent Communication abilities
• Experience in Customer Service, Customer Support roles
• Proven track record in ensuring Customer Satisfaction
• Ability to handle customer inquiries and complaints efficiently
• Excellent problem-solving abilities and attention to detail
• Ability to work effectively in a team environment
• Prior experience in the fashion or e-commerce industry is a plus
• A diploma or equivalent / bachelor's degree is preferred

Send your CV to

Deadline: 24th October 2025

Subject: Customer Care Agent

Join a team that's redefining customer experience in Kenya's fashion e-commerce space.

• Provide advanced technical support and troubleshooting for a range of software and hardware products.
• Diagnose, research, and resolve complex customer issues escalated from Tier 1 and Tier 2 support.
• Develop and maintain comprehensive documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Collaborate with engineering and product teams to identify root causes of recurring issues and advocate for product improvements.
• Conduct remote training sessions for customers on product usage and best practices.
• Manage customer escalations effectively, ensuring timely resolution and clear communication throughout the process.
• Contribute to the continuous improvement of support processes and tools.
• Mentor and guide junior support engineers, sharing knowledge and best practices.
• Analyze support trends and provide feedback to management for proactive problem-solving.
• Ensure customer satisfaction by providing timely, accurate, and professional support.
• Document all customer interactions and resolutions in the ticketing system.
• Participate in on-call rotation as needed to provide 24/7 support coverage.

• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical support or customer service role, with a focus on complex issue resolution.
• Proven ability to troubleshoot and diagnose intricate technical problems.
• Strong understanding of operating systems, networking concepts, and relevant software applications.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote work environment.
• A customer-centric mindset with a passion for helping others.
• Experience in a SaaS or technology-driven industry is highly desirable.
• Familiarity with scripting or programming languages is a plus.