
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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