Job Details

Job Description

DEPARTMENT : Customer Experience

VACANCY : HVC & Digital Experience Lead

LEVEL : Assistant Manager

LOCATION : Lusaka, HQ

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.

CLOSING DATE:

Suitable candidates requested to apply by sending through their CV’s to [email protected] . 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.