Airtel Uganda
Lead Call Centre
Kampala • Uganda
MTN Nigeria
Team Lead - Customer Operations Walk In
Port Harcourt • Nigeria
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MTN Nigeria
Analyst - Customer Acquisition and Compliance
Port Harcourt • Nigeria
Closed for applications
Profession (Telecommunications, Mid-level)
Accounting, finance, banking, insurance,Business, strategic management,Customer support, client care,Electrical engineering,Engineering, architecture,Human resources,Information technology, software development, data,Legal,Media, communications, languages,Project, program management,Sales, marketing, promotion,Telecommunications,Transportation, logistics, driving,
Industry (Customer support, client care, Mid-level)
Aeronautics,Agriculture, fishing, forestry,Banking, microfinance, insurance,Computers, software development and services,Consulting, business support, auditing,Education, academic,Energy, utilities, environment,Finance & FinTech,Health care, medical,Human resources, talent development, recruiting,Manufacturing,Non-profit, social work,Outsourcing, leasing,Restaurant, hospitality, travel,Telecommunications,Transportation, logistics, storage,
Seniority (Customer support, client care, Telecommunications)
© Fuzu Ltd
Airtel Uganda
Telecommunications
Description
Qualifications
- Bachelor’s degree in business / commercial discipline. MBA added advantage.
- A strong understanding of numbers/finance/accounts with excellent MS - Excel skills
- 2 to 4 years of customer experience partner management in a busy environment.
- Telecom experience will be an added advantage.
Responsibilities
- Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
- Monitor quality of inbound and service recovery interactions.
- Enforce adherence to quality-of-service guidelines and metrics.
- Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
- Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
- Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
- Act as an interface between the call centre and other departments on all customer facing related issues.
- Conduct periodic surveys on inbound customers to assess levels of satisfaction.
- Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
- Ensure adherence to process compliance.
- Partner management.
- Reporting.
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