Job Details

Job Description

DEPARTMENT : Home Broad Band

VACANCY : Experience Lead

LEVEL : Manager

LOCATION : Lusaka

JOB PURPOSE

To oversee and enhance the overall customer experience for broadband services. It involves developing and implementing strategies to improve customer satisfaction, managing customer feedback, and ensuring that all touchpoints with the company provide a positive and seamless experience.

CORE RESPONSIBILITIES ARE:

• • Excellent customer on-boarding experience through designing and periodical review of the HBB customer on-boarding journeys to ensure a seamless experience.
• • Work closely with installation and maintenance lead ensuring new connections are installed and activated on time, fault/ repair tickets are resolved, relocation requests are fulfilled as per agreed SLAs for maximum possible up time.
• • Design and execute HBB customer engagement activities e.g. welcome calling, SMS and emails to ensure comprehensive product knowledge is availed to the customer
• • Ensure excellent network experience by working closely with the HBB Network planning Lead to address connectivity and speed issues impacting experience.
• • Work with HBB marketing lead to design service recovery strategies (compensation) during prolonged service interruption due to network outages for better retention of customers.
• • Ensure that recharge works with minimal failure rate across omni-channels and where failure occurs, RCA is established within agreed SLA and right severity is registered for escalation and resolution
• • Collect, analyze, and act on customer feedback to identify areas for improvement and implement changes to enhance customer experience
• • Monitor and analyze key performance indicators (KPIs) related to customer experience
• • Develop and deliver training programs for customer-facing staff to ensure they have the skills and knowledge to provide exceptional service

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• • Bachelor’s Degree in Business Administration, Marketing, Communications, or a related field
• • Proficiency in using customer experience management tools and CRM systems

Relevant Experience:

• • Minimum of 5 years of experience in customer experience management, preferably in the telecommunications industry

OTHER REQUIREMENTS

• • Strong leadership and team management skills.
• • Excellent communication and interpersonal skills.
• • Customer-centric with a passion for delivering exceptional experiences. Innovative and forward-thinking

CLOSING DATE:

Suitable candidates requested to apply by sending through their CV’s to [email protected] . The closing date for receiving applications is Monday 21st April, 2025 .

Kindly clearly indicate the role you are applying for in the subject field.

Kindly note that due to the high volume of applications received, only shortlisted candidates will be contacted. Please be sure to indicate the position you are applying for in the subject heading and remember to have all your relevant qualifications certified by ZAQA.