Job description
Airtel Kenya wishes to recruit for the position of Non Voice Contact Manager within the Customer Service Division. Reporting to the Customer Service Director, the incumbent’s role involves mapping customer experience requirements vs. employee capabilities across all non-voice contact points with the aim of developing world class customer experience, and employee skills and capability; plan and execute Quality Assessment non-voice activities as per set standards and guidelines defined by management so as to improve Customer Satisfaction Index for the organization.
Responsibilities include but are not limited to the following:
Develop relevant KPIs & tracking mechanism/data for Service Recovery
Manage and drive performance of service recovery and complaint management
Drive process improvement initiatives
Ensure Social Media customer engagement KPIs are met (Response rate and Response time)Implement initiatives to increase self-service baseConduct products review and ensure product design standards are met
Develop Governance model according to Business Process agreement and ensure adherence
Create effective quality assessment processes to monitor management of customer queries, requests and complaints.
Ensure Team Coaching
Expected key results:
Drive quality standards for Airtel customer base
Formulate and Implement strategies on Social Media customer engagement
Customer Empowerment
Manage strategy and deployment of self-care and service platforms
Mailbox and Customer correspondents Management
Partner Management
Implement quality monitoring and assessment strategies
Driving CRM capability & work flow
Qualifications:
Bachelor Degree in Marketing, Business Administration or other related field. An MBA will be an added advantage
5 years with a minimum of 3 years in training management and QA service delivery role, preferably within the Telecoms industry.
Proficiency in Customer CRM platforms
Competencies and behavior
Able to handle, prioritize, multiple projects simultaneously
Able to handle high level of confidentiality regarding company and employee information
Fluent in English and able to articulate, express ideas and opinions
Good Presentation Skills
Strong problem solving skills, including ability to bring individuals or groups to consensus when divergent opinions exist.
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