NAFASI MPYA ZA KAZI KUTOKA TTCL


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es
and targets in relation to Customer
Care enhancement and retention,
time to solve customer problems
and requests for reduction and loss
of revenue through bill adjustments
are achieved for the business
profitability.
Closing Date:Tuesday, April 22,
2014
Reports To:Head Customer Service
1.Ensure that customer care
strategies for each market segment
is developed, Implemented and
reviewed.
2.Provide inputs for Preparation of
Customer Care budget within the
region
3.Conduct Market Intelligence with
respect to competitor Customer
Care activities within the Business
Unit.
4.Ensure compliance with the Key
business processes such as Service
provisioning, Service Assurance and
Key Accounts and Revenue
Assurance.
5.Ensure good internal interface
with other sections aimed at serving
the customers profitably
6.Develop good customer
relationship, provide efficient
management to them and ensure
business satisfaction to them for the
retention purposes.
7.Perform regular customer audit
survey, provide feedback, and then
advise in order to attain business
satisfaction to customers.
8.Liaise with other departments and
ensure customer queries like fault
clearance, business orders, products
and services delivery, billing
disputes and the like are timely
attended and solved.
9.Always generate customer
awareness by promoting TTCL
products and services to the public
in order to increase the customer
base for business grow.
10.To monitor and report on the
daily, weekly monthly and quarterly
accurate business Performance
Reports that relates to customers as
required and advice accordingly
• A Bachelor Degree in Information
Technology, Telecommunications,
Business, or other equivalent
• 2 years experience in Customer
Care
• Good Communication Skills and
fluent in English and Swahili
• Candidate must be willing to travel
to the regions of Tanzania
Summary
Effective and efficient supervision of
Call Centre that translates into
higher revenue and lower customer
turnovers.
Closing Date:Tuesday, April 22,
2014
Reports To:Manager Call Centre
1. To manage Customer Care
Representatives and the daily call
flow.
2. To administer call centre
telephone systems (ACD/IVR/CTI/
e.t.c), forecasting call volume and
balance service levels and make
dynamic changes as per work load
demand and maintain customer
database in all systems.
3. To manage Alcatel Omni PCX
4400 systems maintenance provider
and provide common changes in the
system functions when added.
4. Management and provisioning of
performance reports and Call Centre
statistics timely to the
Management.
5. Ensure all inquiries and requests
are attended quickly and accurately
and that sales leads are forwarded.
6. Provide training on products,
services, promotions and manage
call centre operation data for staff
forecasting.
7. To manage the interface with
Dealer support and Customer
Service Centre to resolve customer
complaints and problems caused by
incomplete information.
8. To implement, update policies
and procedures in order to provide
excellent services to customers.
9. Provide inputs to the Strategic
Business Plan preparations process
relating to Customer retention
strategy.
10. Provide leadership to the
workgroup by mentoring, coaching
and providing technical expertise in
relation to Customer Service issues.
11. Accountable for allocating tasks
to the workgroup and monitoring the
work performance and quality
assurance.
• A Bachelor degree/Advanced
Diploma in business/Computer/
Telecommunication or any related
field.
• Must have at least Three (3) years
relevant experience in Call Centre
Supervision or a similar field and be
recognized as an expert.
• Excellent Communication and
Interpersonal skills.
• Flexible with a broad generalist
understanding of modern Customer
service concepts.
• Good analytical skills and data
interpretations, procedures and
processes with a creativity
approach.
• Good computer knowledge with
basic soft ware applications.
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How to apply
Visit http://www.ttcl.co.tz to apply online
Deadline:22nd April 2014
Source:The Guardian 14th April
2014
POST: CUSTOMER SERVICE

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