Responsibilities
The position is responsible for Customer user experience on all channels, product journeys, and resolution of customer pain points.
- Manage the Customer Life cycle to ensure first class experience on all Airtel Money products.
- Develop customer retention programs.
- Continuously monitor and test customer journeys on various channels and participate in any related changes during UAT and postproduction sanity tests.
- Constantly review the efficiency of self-care services – IVR, website and APP.
- Benchmark and work with knowledge experts to introduce global best practices.
- Manage customer experience and service level agreements’ delivery across customer service teams.
- Monitor service operations and ensure achievement of targeted customer satisfaction ratings and churn targets.
- Ensure efficient and effective delivery of mobile commerce customer service operations.
- Prepare timely daily, weekly and monthly reports for different stakeholders ensuring timely submission.
Qualifications
- A minimum of 3 years of experience in commercial or Business Development, and relationship management.
- Bachelor’s degree in Business/ Social studies/ commerce or related field.
- Post Graduate qualification in Business, commercial/banking field will be an added advantage.
Skills critical to the role.
- Strong understanding of all aspects of customer life cycles and relationship management.
- Good communication and people skills.
- Understanding of the market.
- Strong analytical and data interpretation skills.
- Leadership skills.
- Excellent verbal and written communication, organizational and interpersonal skills.
- Ability to work effectively under time constraints and deliver results by critical deadlines.
- High levels of integrity.
- Analytical and problem solving skills.
