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Airtel
Customer Experience Lead

Airtel

Nairobi | Full Time | ICT / Telecommunication

Closing in 2 months ago

Job Description

  • This role of HBB Customer Experience Lead will report within Customer Experience Department. He/she will be responsible for developing and leading the customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing HBB churn.

Responsibilities

  • Manage HBB & FWA base through tele-calling 
  • Call new HBB customers to provide products orientation
  • Call existing customers to get subscriptions and usage behavior insights and provide necessary support when required
  • Collect products and other related market insights for HBB products and report to management for business turnaround
  • Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.
  • Produce daily Tele-calling report and share with relevant stakeholders.

Qualifications

  • Business related degree with at least 2 -3 years’ work experience in Customer experience.  
  • Good organizational and teamwork skills ability to get the best out of the team
  • Resilient, self-driven and motivated 
  • Excellent and effective communications skills, both orally and written
  • Customer-centric with good problem-solving skills

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