Summary
In liaison with Assistant Regional Manager Commercial this job seeks to achieve TTCLs’ key objectives 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
Duties
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
Qualifications
• 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
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