CUSTOMER EXPERIENCE MANAGER
Rooted in the origins and evolution of the Botswana telecommunications industry, Mascom remains the leading communications operator. We are ISO certified for both Quality and Environment Management and focused on being the leading digital service provider of choice to all users. Our brand statement, “Number 1 because of you”, is an acknowledgement of the importance of the role played by our customers and various stakeholders in our success as an innovative and proudly Botswana corporate citizen. Mascom’s success is supported by a strong culture, centered on our values of integrity, service excellence, innovation, open and effective communication, team work, and fun!
JOB SUMMARY
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
Pay with FNB EWallet to 76981238 or Orange Money on number 76981238
Whatsapp us on +26776981238
JOIN US ON OUR WHATSAPP CHANNEL HERE
Reporting directly to the Customer Experience Head under the Consumer Business Division, the Customer Experience Manager is responsible for organising, planning, developing and monitoring Mascom’s customer service to ensure optimised interaction between the organisation and customers in order to deliver superb customer experience and increase the share of wallet for the Company.
Your primarily role is to understand customer needs and expectations, monitor and evaluate customer lifecycle to identify improvement opportunities and develop innovative customer experience strategies that create customer satisfaction, loyalty and retention.
You will be a natural problem solver who thrives in a customer-focused environment to deal with ambiguity, resolve conflict and make impactful decisions to drive and deliver results for your customers. You will also take complete ownership of a diverse range of customer experience projects and initiatives across the Company leveraging your competencies on change facilitation and delivery, communication, as well as networking and building collaborative relationships, to interface
with and influence diverse teams and stakeholders. With your commercial and entrepreneurial acumen, you will deliver digital enablement projects i.e. CRM value optimization. Journey mapping, Chabot, USSD, e-commerce, digital marketing and other physical touchpoints, to optimize customer experience across all channels. A good appreciation of digital channels and experience in managing various customer channels is essential. You will also be responsible for loyalty and churn management, online reputation management, vendor management and related audits. Your competence in developing and monitoring customer service metrics and analytics is central to driving customer retention, customer satisfaction, and reducing customer churn rate.
JOB REQUIREMENTS
- Bachelor’s degree or equivalent – Preferable in Business Management/ Customer Service. Master’s degree in a relevant field would be an added advantage.
- 7-10 years’ experience, which 4 years must be in managerial position. Minimum experience. 5 years in the field of customer service. Sector experience is advantageous.
More Information
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JOB APPLICATION DETAILS
APPLICATION INSTRUCTIONS:
CLOSING DATE: 11 SEPTEMBER 2021
If you meet the above requirements please send your cover letter, CV and certified copies of academic certificates to [email protected].
Kindly note that we do not accept hand delivered applications and will only get in contact with shortlisted candidates.
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