Customer Life Cycle Executive

DEPARTMENT : Customer Experience

VACANCY : Customer Lifecycle Management Executive

LEVEL : Coordinator

LOCATION : Lusaka

Contract Duration : 1 year

JOB PURPOSE

To manage Home Broad Band customer’s life cycle from the time they are acquired to orienting the customer into Airtel products and services and ensuring they have a smooth transaction.

CORE RESPONSIBILITIES ARE:

• Manage Home Broad Band & Fixed Wireless Access base through Tele-calling.

• Call new Home Broad Band customers to provide products orientation.

• Call existing customers to get subscriptions & usage behavior insights and provide necessary support when required.

• Collect products and other related market insights for Home Broad Band products and report to management for business turnaround.

• Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.

• Produce daily Tele-calling report and share with relevant stakeholders.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• University degree or equivalent in Business Administration.

Relevant Experience:

• 1-year minimum experience in related job.

• Computer hands-on experience: MS Office & good typing skills.

COMPETENCIES REQUIRED FOR THE POST

• Entrepreneurial & Business acumen.

• Strong technical aptitude & IT savvy.

• Strong communication skills.

• Good interpersonal skills.

• Teamwork & Collaboration with stakeholders.

• Highly Result Oriented believes in teamwork.

• Customer centric approach.

• Strong analytical skills able to draw conclusions from data, management information and trends.

• Good interpersonal skills.

• Teamwork & Collaboration with stakeholders.

• Highly Result Oriented believes in teamwork.

• Customer centric approach.

• Strong analytical skills able to draw conclusions from data, management information and trends .