Airtel is driven by the vision of making mobile communications affordable for all to give people the freedom to meet their daily challenges and to drive economic and social development. Airtel is making a positive impact in the communities in which it operates through extending its networks to rural areas and through its education initiatives.
The purpose of the role is to manage customer touch points for Airtel Ghana . The incumbent will be responsible for all product lines/work streams. The role reports to the Customer Service DirectorDeliver plus 1 customer experience in all customer facing channels in Airtel Ghana
Operationlize a scalable and standardized Call Centre strategy in Ghana
Create a service differentiator through extremely effective service recovery and quality of resolution
Deploy plus 1 compliant management structure and close looping
Drive the prevention and service recovery agenda through other functions and within Customer Service
Create a New Product Introduction/business simulation framework for first time right product launch
Ensure delivery of Contact Centre related KPIs
Develop and deploy rural service support structure in collaboration with the sales team
Manage all regional customer service deliverables through the regional support structure
Required Skills or Experience
5+ years relevant experience
MBA in general management or finance preferred. A University degree in Business Administration, Marketing or IT will be considered
Proven ability to analyze complex business issues, identify, design ad implement effective practical recommendations
Excellent knowledge in customer experience discipline/profession
IT literacy
Excellent spoken and written English
How To Apply
Please apply with your updated CV and Cover letter directly to: resourcing.gh@gh.africaairtel.com
Offer valid till: 19 Apr, 2011
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