Job description
Reporting to the Director of Customer Relationship Management, the successful candidate will be responsible for guaranteeing coherence and centralization of the supportive activities provided to other departments (Quality Assurance and Training) and ensuring availability of front office access via call centre and premium service quality through quality and consistent responses.
WE ARE STILL MAKING CVs FOR P100. COVER LETTERS FOR P50
Pay with FNB EWallet to 76981238 or Orange Money on number 76981238
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The main duties include but are not limited to:
Ensuring Orange is offering the highest standards of customer experience for all its offers and services and building a strong differentiation in this matter on the market
Manage the relationship with Outsourced Partners, by ensuring that all contractual obligations are performed by both parties
Manage Training & Quality functions for commercial departments and ensure consistent improvement.
Manage the relationship with the Call Center Outsourced Partner, by ensuring that all contractual obligations are performed by both parties, where there is any form of deviation corrective measures swiftly taken
Ensure training (refreshers) is provided to the Outsourcer Team for products/services & promotions
Monitor & report on performance of the Outsourcer
Engage departments on issues affecting performance of the Outsourcer and ensure matters are resolved timely
Ensure customer satisfaction in all customer service activities performed by the Outsourcer
Identify commercial training needs, develop training material, plan and deliver relevant & regular training
Liaise with other departments to collate information needed to improve commercial staff product knowledge
Organize training facilities and other logistics to achieve efficient training attendance and delivery
Design and conduct customer satisfaction surveys, analyse collected data & produce statistical reports
Observe/benchmark global trends on Service delivery quality performance practises
Assist in setting CSR performance objectives to ensure that customers receive consistent service quality
Implement COPC standards and certification
Provide clear organizational framework for control of quality standards
Build benchmarks and identify best practices related to customer experience in telcos
Manage offer and service launch process regarding customer experience (go to market
Identify KPIs related to customer experience and monitor them through a monthly dashboard
Identify the main priorities to address in order to improve customer experience in all the customer journey details, including all customer interactions with Orange, and the level of effort required
Set customer experience targets and mechanisms to measure progress, in order to ensure that company is implementing best in class customer experience with optimal efficiency
Lead relevant initiatives to improve customer experience in priority areas and assess the impact of these initiatives on sales, churn and report on them through a monthly review at Executive committee level
Requirements
Skills:
Strong experience in customer service, projects, processes, training & quality management preferably in the Mobile Telecommunications industry
Focused on Business and results driven
Strong leadership skills
Excellent business management and developmental skills
Creative, innovative and proactive
Analytical skills
Excellent interpersonal, oral and written communication skills
Deadline oriented and able to work under pressure
Ability to work in a cross-functional environment and influencing skills
Qualifications and experience:
Bachelor Degree with complement on Information Systems
5 Years relevant experience in project management or in a similar role.
More Information
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JOB APPLICATION DETAILS
Closing date and application instructions
Interested candidates who meet the minimum requirements can submit their applications, updated CV and certified copies of their academic certificates to:
[email protected]
The subject window on email should only contain the title of the position being applied for.
Closing date: 22nd March 2019
Kindly note, that Orange Botswana shall only correspond to short-listed candidates.
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