May 17th, 2023 at 09:43 am
New Job Advertisement at AirtelTigo
POSITION: Customer Experience Manager
Job Summary
- The person who gets the job will be a manager for Customer Experience in the network department.
- He or she will report to the Head of Quality and be in charge of leading the change to Customer Experience in Technology and making the company more customer-centered.
- The Customer Experience Manager will also make sure that the voice of the customer is heard and considered when decisions are made. They will do this by creating a company-wide VoC program, creating and publishing Customer Experience Indicators with appropriate Business recommendations, and handling customer complaints.
Key Responsibilities
Focus your business on the customer.
- Planning and implementing the transformation plans to move technology toward customer-centricity
- Keeping a record of the best ways to deal with customer complaints.
Customer Experience Metrics and Indicators
- Check and publish Customer Experience Indicators with appropriate Business Recommendations.
- Come up with and use E2E Customer Experience Metrics
- Make a plan for the customer experience and keep it updated based on what you learn from all customer touchpoints.
- Oversee and define how to measure how people feel, keep track of customer surveys and how QoE and QoS are translated into technology.
- Use your own tools for customer experience management
Taking care of how customers feel
- Make sure that the Voice of the Customer is heard and taken into account in decision-making by creating the VoC Program.
- Give customers insight across all touchpoints (voice/data/MFS/B2B) by analyzing complaints and the reasons why they happened.
- Start the necessary projects to solve the most common problems based on customer feedback, so that the network experience for customers is always getting better.
- Follow the SLAs for handling and solving customer complaints.
- Link CEIs and customer feedback to network KPIs and vice versa to find and fix problems with the customer experience.
- Make regular and ad hoc reports and information for management.
- Keep track of roaming service integration and help the Core and CBS Teams solve roaming problems
KEY PERFORMANCE INDICATORS
- Managed Services CEM SLAs
- Customer Experience Indicators
- Customer Perception Indicators
Needed Qualifications and Experience
- Bachelor’s degree or higher in telecommunications engineering, computer science, or a similar field (System Engineer, IS Engineer, Information Systems Engineer, IT Engineer, Network Systems Engineer).
- At least 5 years of experience in network performance and telecommunications networks, at least 2G/3G/LTE
- At least two years of experience with international and domestic roaming • Knowledge of business processes for telecommunications companies (eTOM Model is preferred)
- A management or Project Management Degree is an Added value.
CORE COMPETENCIES
- Got better at talking to people and negotiating.
- Leadership and management: Set and manage goals.
- The ability to get things done with the help of others.
- Able to explain ideas in a way that is both business-friendly and easy to understand.
- Does a good job explaining technical information.
- Able to make presentations to top management that are clear and convincing.
- Excellent skills in analyzing and fixing problems.
- Be able to work well under pressure and with limited time.
- Be able to work well with people from many different cultures in a diverse neighborhood.
- Staying up-to-date on new technology developments
- Excellent customer service and a focus on results
- Good time management skills and the ability to organize and direct yourself when doing jobs.
Location: Accra.
How to Apply for this Job Advertisement at AirtelTigo
Those who want to apply and are suitable should send their applications and curriculum vitae to: Recruitment@airteltigo.com.gh
Please put the job you want in the subject line of your email.
Closing Date: 29th May 2023
Also, For more Job Opportunities CLICK HERE
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