Friday, 14 December 2012

Jobs at Airtel Tanzania - High-end Experienced Manager Job Vacancy


Job Title : High-end Experienced Manager
Business Unit / Function :Customer Service

Location  Tanzania  Department
 
1.  JOB PURPOSE

Provide initial support for customer inquiries received via mail, remedy, Walk in. Asses nature of customer problems and may resolve simple and basic support issues. For more complex issues, escalates it to appropriate technical customer support centre specialist.. Operates under close supervision

Supporting Activities (“HOW”) (What are the key activities
undertaken to achieve the desired end results?
Achieve superior service for High End customers
• Set benchmarks for servicing high end customers across all
brands within Tanzania (Plus 1 experience)
• Creating highly effective and efficient service models for the
high end segments - comprising of both retail and Corporate
customers.
• Defining and embed policies, platforms and processes to
ensure a superior and delightful experience throughout the
customer life cycle
• Define the segmentation wrap and embed the same through
the Customer Service verticals and other cross functional
teams
• Ensuring creation of monitoring & control systems to track
successful service delivery
• Ensuring extremely high Customer satisfaction levels from
this group of Customers
Minimize Bad debts
• Defining the Credit and Risk policy in conjunction with
Finance to ensure minimal barring as well as bad debts.
• Delivering on the Postpaid collections and minimize bad debt
numbers
• Ensuring  follow-up of due debts and collection of
outstanding balances is conducted as per the procedure
• Control debt collection Agency
• Liaises with Corporate Sales Department on customer
problems that may affect debt collection targets
Timely billing delivery & collection
• Ensuring that financial commitments are met
• Initiates an Overdue Reminder Note to customers and
proper follow-up on response.

To Apply:

To apply, please email your CV to: recruitment@tz.airtel.com with Position Title on the email subject
line. Application Deadline: Dec 20, 2012