KEY RESPONSIBILITIES WILL INCLUDE:
- Manage the Customer Service Department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
- In conjunction with Director CE, agree on performance objectives and measures for the
team, providing regular feedback on honest assessment and achievement. - Work with transversal teams – Commercial (Zuku Fiber and Zuku TV), Technical, IT and others to ensure quality service delivered and timely, effective service support
provided to each customer. - Analyse customer lifecycle trends, market forces, competitor activities and propose
short-term and long-term customer retention strategies in order to achieve retention and revenue objectives. Manage customer accounts to develop loyalty and prevent churn.
QUALIFICATIONS:
- University Degree in a Business related field.
- Experience with telecommunications and/or ICT service providers, not less than 1 year
- At least 5 years experience of Supporting Customers on Fiber to the Home (FTTH), with at least 2 years in leadership position.
Apply to: recruit@ke.wananchi.com ,
Deadline 27th September 2024