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Service Recovery Lead job at Airtel Zambia
Airtel Zambia
Website :
131 Days Ago
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Vacancy title:
Service Recovery Lead

[ Type: FULL TIME , Industry: Telecommunications , Category: Admin & Office ]

Jobs at:

Airtel Zambia

Deadline of this Job:
Monday, December 16 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Summary
Date Posted: Wednesday, December 11 2024, Base Salary: Not Disclosed

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Learn more about Airtel Zambia
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JOB DETAILS:
To provide leadership in the complaint handling process and ensure timely and effective resolution of complaints. Proactively identify areas of customer pain and take remedial action. Enhance the first contact resolution and ensure frontline staff take full ownership of each customer interaction

CORE RESPONSIBILITIES ARE:
1.] Operationalise Service Recovery Framework.
• Work with teams across the organization to reduce the number of complaints on an ongoing basis
• Create a service differentiation through extremely effective service recovery and quality of resolution
• Institute process that highlights Top Critical Unresolved Complaints and Requests
2.] Service Recovery Packs & Close Looping.
• Timely implementing and effecting Service Recovery pack after a Customer impacting outage as per pre-approved Packs
• Coordinate with Query Resolution & Complaint Unit and all Process Owners to conduct root-cause analysis for identified unresolved queries.
3.] Product & Services
• Ensure that service recovery is defined before any product is launched and sign off before any product launches
• Ensure all regulatory norms are complied to know and there is no exposure to the organisation.
4.] Marketplace and Customer Surveys.
• Handle ad hoc research requests from other departments so they can gather more information on consumers.
• Target market analysis, market segmentation research and even market data for sales visual aids.
5.] Strategic Partnerships
• Engage with key partners and review their performance & deliverables. Align them to business objectives and strategies.
• Recommend and implement process changes to improve performance
6.] Regulatory KPI’s
• Timely and accurate resolution of Complaints coming from Regulators.

Educational Qualifications & Functional / Technical Skills
• Bachelor’s degree in a business related field
• Preferably knowledge on ERP/Oracle
• Good knowledge of customer service performance standards, procedures and practices

Relevant Experience:
• 2 years experience working in a customer service environment (Call Centre/Retail outlet)Statistical knowledge and understanding of Consumer Behaviour
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills

COMPETENCIES REQUIRED FOR THE POST:
• Excellent and effective communications skills, both orally and in writing
• Strong stakeholder engagement
• Empowering full work responsibility to achieve business target

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
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QUICK ALERT SUBSCRIPTION

Job Info
Job Category: Administrative jobs in Zambia
Job Type: Full-time
Deadline of this Job: Monday, December 16 2024
Duty Station: Lusaka
Posted: 11-12-2024
No of Jobs: 1
Start Publishing: 11-12-2024
Stop Publishing (Put date of 2030): 11-12-2070
Apply Now

Caution: Never Pay Money in a Recruitment Process.

Some smart scams can trick you into paying for Psychometric Tests.
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  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'75μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc219μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`370μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid169μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid149μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Service-Recovery-Lead-job-at-Airtel-Zambia-69940'116μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 1161μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"427μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES792μs8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin111μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin54μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`66μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'108μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'232μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 230669μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?155μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?6.76ms912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy