Mission:
Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships
Description:
- Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
- Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
- Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
- Monitor and prepare periodic report on sales and generate periodic reports for management review.
- Review customer relationship management CRM operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
- Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
- Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units Sales, Channel Distribution, Service Centers, Call Center to maintain a customer-focused attitude toward activities that improve customer lifetime value.
- Ensure optimum stock levels within service centres in assigned region
- Oversee customer care delivery within the region and ensure MTNN’s quality standard is maintained
- Ensure experiential marketing activities undertaken to assist customers in understanding and usage of products and services
- Gather customer intelligence through interaction with customers within assigned region
- Provide bill reprinting and payment collections services
- Ensure products and services are sold to best suit customer needs
Education:
- First degree in Social Science or any related field
- An MBA is desirable
Experience:
6 -13 years’ experience which includes:
- 3 years work experience in area of specialization in experience supervising others
- Experience in financial credit risk management
- Experience in credit matrix scoring and assessment
- Exposure to telecom billing technologies and complementary technologies
- Experience in managing complex processes and procedures
