NAFASI Za Kazi SimbaNET Tanzania Limited
NAFASI Za Kazi SimbaNET Tanzania LimitedNAFASI Za Kazi SimbaNET Tanzania Limited
Position: Head of Customer Experience Tanzania (B2B&B2C)
Wananchi Group in Tanzania (SimbaNET; ZUKU Cables; ZUKU pay TV) a Regional Company which provides Internet, Data, Broadcasting and Multimedia Communication Solutions seeks to recruit Head Customer Experience, who will work independently to provide professional and focused customer service both internally and externally. He/she will be reporting to Country Manager and Director,CE (group).
Responsibilities:
- Retention operations and strategies. Expected to deliver on Retention KPI’s in each category namely Active customers, Revenue & ARPU from Existing customers, Reverse NPD, Reverse Churn & Sales Re- tention.
- Service support and management of customer interactions, service complaints and preventive strate- gies. Based on a continuousbimprovement approach. Oversee the performance of the B2C & B2B cus- tomer problem capture and resolution within Wananchi Group (Zuku, SimbaNET, WTL) ensuring that the different stakeholders take requisite actions within SLA. Timely updates to affected customers & RFO to B2B clients within contractual timelines.
- Contact Centre efficiency and effectiveness through 24/7 accessibility, answer rate, FCR, Contacts per Customer, AHT, Reduction in complaints per customer, Retention of customers handled, Prevention of Repeat contacts/complaints.
- Optimal performance in daily/monthly targets by Individuals and Teams in Contact Centres, Reten- tion-Office, Retention-Field, Technical/Service Support and Outsourced Partner staff.
- Decision-making guided by accurate Data Analysis, Reporting and Feedback on external and internal dynamics.
Qualifications:
- A. University Degree in a Business-related field. An MBA would be an added advantage.
- B. At least 5 years of Customer Management experience, with large teams and at least 3 years at senior level.
- C. Experience in sales, aftersales & understanding of customer lifecycle dynamics.
- D. Experience of managing and driving active customers & revenue targets with demonstrated results.
- E. Experience in service improvement whilst managing multiple teams & stakeholders.
Apply to recruitment@simbanet.co.tz before 8th May 2025
Je, Unatafuta Nafasi za kazi?Jiunge na Watanzania wengine Kupata Matangazo ya Ajira Kila Siku Kutoka Serikalini pamoja na Makampuni Mbalimbali.
Kupata Matangazo ya Ajira Kila Siku ni bure kabisa, JIUNGE HAPA
JIUNGE NA GROUP LETU HAPA, JIUNGE NA CHANNEL YETU HAPA, JIUNGE NA TELEGRAM HAPA.
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