Customer Experience Lead

Share and send to your friends !

DEPARTMENT :  Airtel Money

VACANCY :  Customer Experience Lead

LEVEL :  Assistant Manager

LOCATION :  Lusaka, HQ

JOB PURPOSE

Driving customer experience for Airtel Money products by ensuring regulatory compliance, delivering seamless user experience and having competitive advantage. This role is also responsible for working closely with key cross-functional teams (Customer Service, Information Technology and Sales & Distribution) in ensuring customer issues are addressed in timely fashion and fully resolved to maintain a superior customer experience.

REPORTING TO THE AIRTEL MONEY DIRECTOR, THE MAIN DUTIES ARE:

  • AM Products Penetration
  • Design & Processes
  • Customer Experience
  • Proactively resolve customer queries through reconciliation of key services.
  • Level 2 escalation
  • Queries resolution SLA monitory and Quality assurance.
  • Project UAT management
  • Platform Operational Configurational change control.
  • AM Operational KPIs monitory and user training

EDUCATIONAL QUALIFICATIONS & FUNCTIONAL / TECHNICAL SKILLS:

  • Bachelors in IT, Finance, Business Administration or Equivalent
  • Master’s in Business Administration would be additional advantage
  • Professional qualification: PRINCE 2 or PMP Certification
  • SQL certification will be added advantage

RELEVANT EXPERIENCE:

  • 3-5 years of experience in leading a highly qualified and experienced team in a highly complex environment and experience in the telecom space, especially in Mobile Money and digital domain
  • Able to handle, prioritize, multiple projects simultaneously
  • IT literacy & Excellent with MS Office products
  • Abel to operate in a performance driven environment/organisation

OTHER REQUIREMENTS (BEHAVIOURAL):

  • Good background and experience on technology and digital product.
  • Very high collaboration with CEX, Marketing, Product and IT teams.
  • Strong Commercial Acumen & Strong Customer orientation
  • Excellent Communication skills

CLOSING DATE

Suitable candidates are required to send their application & Curriculum vitae to [email protected] Closing date for applications is  21 st  April, 2021.

Airtel Mobile Commerce is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping nor HIV/AIDS status.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

To apply for this job email your details to [email protected]

Minimum Qualifications and Skills Full Grade 12 Certificate Tertiary/Diploma in Sales and Marketing or any Business related course with atleast two (2) years of relevant work experience in an IT…
ZamFind Technology is looking self driven individuals to work as Sales Associates (X2). Job Duties: Call prospective customers by operating telephone equipment and other telecommunications technologies. Influence customers to buy…
Responsibilities Sales of the Company equipment and goods Entering sales transactions daily and formulating updated reports of the sales for the Operations Manager. Receiving and packaging of logistics as and…
We are searching for a Chef to manage all of the operations in the Kitchen of our Restaurant. Location is Solwezi in the North Western province of Zambia. Job Purpose…
Division: Commercial Banking Department: Wholesale Banking Essential Information: A Relationship Manager, Commercial Banking is responsible for driving client acquisition and management of existing Commercial client relationships consistent with the Bank’s…
The Sales and Marketing manager in the hotel industry will be responsible for maximizing the hotels revenues by developing programs to increase occupancy and make profitable use of its accommodation,…
JOB DESCRIPTION A Director of Sales manages the hotel sales and marketing plans by recommending growth efforts, monitoring progress, and ensuring that the hotel is competitively positioned within the local…
TECNO Mobile is a premium smartphone brand from TRANSSION Holdings which was established in 2006. Upholding the brand essence of “Expect More”, TECNO is committed to giving the masses access…