DEPARTMENT : Customer Experience

VACANCY : Customer Lifecycle Management Executive

LEVEL : Coordinator

LOCATION : Lusaka

Contract Duration : 1 year

JOB PURPOSE

To manage Home Broad Band customer’s life cycle from the time they are acquired to orienting the customer into Airtel products and services and ensuring they have a smooth transaction.

CORE RESPONSIBILITIES ARE:

• • Manage Home Broad Band & Fixed Wireless Access base through Tele-calling.
• • Call new Home Broad Band customers to provide products orientation.
• • Call existing customers to get subscriptions & usage behavior insights and provide necessary support when required.
• • Collect products and other related market insights for Home Broad Band 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.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• University degree or equivalent in Business Administration.

Relevant Experience:

• 1-year minimum experience in related job.

• Computer hands-on experience: MS Office & good typing skills.

COMPETENCIES REQUIRED FOR THE POST

• • Entrepreneurial & Business acumen.
• • Strong technical aptitude & IT savvy.
• • Strong communication skills.
• • Good interpersonal skills.
• • Teamwork & Collaboration with stakeholders.
• • Highly Result Oriented believes in teamwork.
• • Customer centric approach.
• • Strong analytical skills able to draw conclusions from data, management information and trends.
• • Good interpersonal skills.
• • Teamwork & Collaboration with stakeholders.
• • Highly Result Oriented believes in teamwork.
• • Customer centric approach.
• • Strong analytical skills able to draw conclusions from data, management information and trends .