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Customer Experience Lead

Airtel Zambia

This is a Full-time position in Lusaka, Zambia posted 22/04/2021.

Customer Experience Lead Zambia Airtel Zambia Jobs in Lusaka Zambia? View and Apply Customer Experience Lead Jobs in Lusaka at Airtel Zambia

Airtel Zambia

DEPARTMENT :*> Airtel Money

VACANCY :*> Customer Experience Lead

LEVEL :*> Assistant Manager

LOCATION :*> Lusaka, HQ

JOB PURPOSE

Driving customer experience for Airtel Money products by ensuring regulatory
compliance, delivering seamless user experience and having competitive
advantage. This role is also responsible for working closely with key cross-
functional teams (, Information Technology and Sales &
Distribution) in ensuring customer issues are addressed in timely fashion and
fully resolved to maintain a superior customer experience.

REPORTING TO THE AIRTEL MONEY DIRECTOR, THE MAIN DUTIES ARE:

· AM Products Penetration

· Design & Processes

· Customer Experience

· Proactively resolve customer queries through reconciliation of key services.

· Level 2 escalation

· Queries resolution SLA monitory and Quality assurance.

· Project UAT

· Platform Operational Configurational change control.

· AM Operational KPIs monitory and user training

EDUCATIONAL QUALIFICATIONS & FUNCTIONAL / TECHNICAL SKILLS:

· Bachelors in IT, Finance, Business Administration or Equivalent

· Master’s in Business Administration would be additional advantage

· Professional qualification: PRINCE 2 or PMP Certification

· SQL certification will be added advantage

RELEVANT EXPERIENCE:

· 3-5 years of experience in leading a highly qualified and experienced team
in a highly complex environment and experience in the telecom space,
especially in Mobile Money and digital domain

· Able to handle, prioritize, multiple projects simultaneously

· IT literacy & Excellent with MS Office products

· Abel to operate in a performance driven environment/organisation

OTHER REQUIREMENTS (BEHAVIOURAL):

· Good background and experience on technology and digital product.

· Very high collaboration with CEX, Marketing, Product and IT teams.

· Strong Commercial Acumen & Strong Customer orientation

· Excellent Communication skills

CLOSING DATE

Suitable candidates are required to send their application & Curriculum vitae
to [ jobs@zm.airtel.com. ](mailto:jobs@zm.airtel.com) Closing date for
applications is 21 st April, 2021.

Airtel Mobile Commerce is an Equal Opportunity Employer and is non-
discriminatory on the basis of race, gender, sexual orientation, disability,
ethnic grouping nor HIV/AIDS status.

Please note that due to the high volume of applications received, only
shortlisted candidates will be contacted.

Apply Online Now




Email:: jobs@zm.airtel.com

Customer Experience Lead Jobs in Lusaka Zambia Airtel Zambia Jobs in Lusaka Zambia? View and Apply Customer Experience Lead Jobs in Lusaka at Airtel Zambia

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