Head – Customer Experience || Wananchi Cable Tanzania

As a prominent Internet service provider in Eastern Africa, Wananchi Cable Tanzania Limited is a member of the Wananchi Group. We are searching for a Head of Customer Experience who can operate independently and offer focused, competent customer service to both internal and external clients. The Customer Experience Director and the Country Manager will receive his or her reports.

Key Responsibilities will include:

• Manage the Customer Service Department to provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
• In conjunction with Director CE, agree on performance objectives and measures for the team, providing regular feedback on honest assessment and achievement.
• Work with transversal teams – Commercial (Zuku Fiber and Zuku TV), Technical, IT and others to ensure quality service delivered and timely, effective service support provided to each customer.
• Analyse customer lifecycle trends, market forces, competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives. Manage customer accounts to develop loyalty and prevent churn.

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Qualifications:

• University Degree in a Business related field.
• Experience with telecommunications and/or ICT service providers, not less than 1 year At least 5 years experience of Supporting Customers on Fiber to the Home (FTTH), with at least 2 years in leadership position.

Apply to recruit@ke.wananchi.com , Deadline 27th September 2024