Jobs Vacancies Employment in Airtel (NEW)

Job Title: MANAGER HIGH END SERVICE EXPERIENCE
Company Name :     AIRTEL UGANDA
Company Profile :     Airtel a leading telecom is in need of A MANAGER HIGH END SERVICE EXPERIENCE

Responsible to: HEAD CUSTOMER SERVICE
Job Purpose: Design, Implement, Analyze and Monitor the Corporate subscriber base and all High Value (Retail postpaid and Prepaid) customers, through proactive retention & loyalty offers to ensure increased revenue, debt recovery, minimize credit risk , churn reduction and high customer satisfaction and +1 network experience. Key Result Areas 1. Define the roadmap for the post paid and high end retail suite in alignment with overall customer service Delivery strategy to increase assured revenue with current and future subscriber numbers 2. Define the elements for Customer Life Cycle Management for the differentiated segments. 3. Conduct environmental analysis and provide clear impact on high value customers and post paid subscribers for business decision making 4. Co-ordinate across functions all stakeholders functions and identify input to deliver seamless and efficient service. 5. Propose and implement plans for continuous revenue generation events on Post-paid and High end Retail platforms. 6. Establish processes that will support Customer Service delivery for post paid suite and high value retail customers and deliver on high Customer satisfaction index and drive down churn numbers. 7. Establish a forum for Meeting with selective high profile customer & celebrities’ month on month basis for complaint resolution, general feedback, relationship building etc 8. Identify areas of non performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms 9. Achieve effective relationship building with partners and increase efficiency and value add by creating forum for continuous communication. 10. Delivering on the Postpaid collections and bad debt number 11. Build and Motivate to team to deliver on Business Unit goals
Experience :     5 (Years)
Job Type :     Full Time
Industry Type :     IT/Telecom
Functional Area :     Customer Service
Location :     Kampala Uganda

Skill Set :   
You have • University degree in any field • 5 years experience and at least 2 in management role. • Customer care training • Related experience in role preferably within the Telecoms industry. • Business Awareness • Goal oriented • Customer Loyalty systems savvy • Strong numeric ability • Surveys and research and Trending skills • Strong Interpersonal Skills & People Centric. • Eye for details • Environmental Knowledge particularly of corporate • Communication skills

How to Apply:
Please note • Attach copies of all academic documents. • Soliciting of influence of any nature will lead to an automatic disqualification. • We regret that only short listed candidates will be contacted. Applicants who do not hear from us within 1 week from the closing date should consider their applications unsuccessful. Interested Candidates are invited to submit their applications and CV’s with a day phone contact, address and an email address to – The Talent Acquisition & Talent Management Manager. Closing date: 4th February 2011.

   
Address :     PLOT 40, JINJA ROAD,P.O.BOX: 6771
Job Posted on :     31 Jan 2011
Apply Before Date :     04 Feb 2011