AirtelTigo Customer Service Jobs in Accra
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Job Summary
- The successful candidate will work in the network department as a manager for Customer Experience.
- (S)He will be accountable to the Head of Quality and will spearhead the transformation to Customer Experience within Technology and drive Customer-Centric Organization.
- The Customer Experience Manager will also ensure the voice of the customer is heard and included in decision-making through the development of the VoC program company-wide, to develop and publish Customer Experience Indicators with relevant Business recommendations and manage customer complaints.
Key Responsibilities
Drive a Customer-Centric Organization
- Planning and implementing the transformation programs to move Technology towards Customer Centricity
- Process documentation of Best Practices related to Customer Complaint Handling
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Customer Experience Indicators & Measurements
- Verify and publish Customer Experience Indicators with relevant Business recommendations.
- Develop and Implement E2E Customer Experience Measurements
- Develop & maintain the Customer Experience roadmap per insights from all Customer Touchpoints.
- Supervision and definition of perception measurements, track periodic Customer Surveys and QoE/QoS translation into Technology.
- Own Customer Experience Management Tools
Management of Customer Experience
- Ensure the Voice of the Customer is heard and included in decision making through the development of the VoC Program
- Provide Customer visibility across all Touchpoints (Voice/Data/MFS/B2B) through analysis of complaints received and the RCAs.
- Initiate the required projects to solve dominant problems per complaints received to ensure continuous improvement of customer experience of the network.
- Enforce SLAs related to Customer Complaints Handling & Resolution
- Correlate CEIs and customer complaints to network KPIs and vice versa to detect and fix customer experience issues.
- Prepare Management Information & Reports both regular and adhoc.
- Track with roaming service integration, support roaming complaints resolution alongside the Core and CBS Teams
KEY PERFORMANCE INDICATORS
- Customer Experience Indicators
- Customer Perception Indicators
- Managed Services CEM SLAs
Qualification Required & Experience
- Bachelor’s Degree (or equivalent) in Telecommunication Engineering or in Computer Science or related fields (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer)
- 5+ years’ experience in Network Performance and Telecommunications networks, minimum 2G/3G/LTE
- Minimum of 2 years experience in International/National Roaming
- Experience in Business Processes for Telcos (eTOM Model preferably)
- Management or Project Management Degree is an Added value.
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CORE COMPETENCIES
- Developed communication and negotiation skills.
- Management and leadership
- Set and manage priorities.
- Ability to achieve results through others.
- Ability to present ideas in business-friendly and user-friendly language.
- Successfully presents technical information.
- Ability to make effective and persuasive presentations to senior management.
- Superior analytical and problem-solving abilities.
- Ability to work under pressure and time constraints.
- Ability to work effectively with a wide range of cultures in a diverse community.
- Maintaining up-to-date knowledge of technological advances
- Exceptional service and results orientation
- Excellent self-organization and self-direction in the performance of tasks, including time management skills.
Location: Accra
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