Summary
Date Posted: Friday, February 02 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
• Responsible for identifying and executing initiatives to improve the customer experience for the HVC customer segment and digital channels to improve the user experience for digital self-care channels (USSD, WhatsApp Chat Bot, App.Etc.). To ensure the highest level of customer satisfaction & provide a consistent process experience across these channels that include overall supervision of the social media channel and agents.

Core Responsibilities Are:
• Overseeing the customer service process for High Value Customers.
• Supporting in creating policies and procedures for Contact experience engagement of High Value Customers and overall.
• Conducting quality assurance surveys with High Value Customers.
• Identifying High Value Customer queries that lead to repeat calls.
• Possessing excellent product knowledge to enhance customer support, value addition and revenue growth.
• Managing Net Promoter Score feedback for High Value Customers.
• Reporting for High Value Customers interactions.
• Supporting roll-out of new functionality and leveraging of Social Media Management Tool – Conversocial
• Proactively ensuring close Looping is done after any such activity.
• Developing and enhancing the capabilities of the social media team.
• Coaching and mentoring of teams.
• Maintaining a Highly motivated team.
• Ensuring supervision of Social media Team.
• Consistently Reviewing & Redesigning customer journey for digital channels enabling better experience for the users.
• Tracking utilization of digital channels

Requirements
Educational Qualifications & Functional / Technical Skills:
• Bachelor’s degree, preferably in Technology or Business Administration.
• Hands-on on all Microsoft Office Components, including MS Projects and MS Visio.
• Relevant exposure to Data Products and market / Industry environments.
• Relevant exposure to social media with Hands-on experience on Facebook, Twitter, Instagram.
• Customer Loyalty systems.
• Strong numeric ability.
• Surveys and research and Trending skills.

Relevant Experience:
• Minimum 3 years’ overall experience in customer service.
• High level knowledge; applies technical expertise and has full knowledge of other related disciplines.
• Exhibits good level of creativity and resourcefulness.
• Able to guide and transfer knowledge to his/her team.
• Coaching.
• Analytical.
• • Experience in managing a team for more than 3 year
Other Requirements
• Able to operate under minimum supervision.
• Self-motivated, enthusiastic, energetic.
• Attention to detail.
• Confident, assertive.
• Approachable customer focused.
• People skills/motivation skills.
• Good communication skills.
• Supervisory skills.
• Team player.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
• CLOSING DATE:
• Suitable candidates requested to apply by sending through their CV’s to jobs@zm.airtel.com  . Closing date for receiving applications is Monday, 5th February 2024.
• Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability and/or ethnic grouping.
• Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

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