Head – Customer Experience Vacancy at Wananchi Cable

Position: Head – Customer Experience

Wananchi Cable Tanzania Limited

Dar es Salaam

Wananchi Cable Tanzania Limited is part of the Wananchi Group and one of Eastern
Africa leading Internet service provider. We are looking for Head – Customer Experience
,who will work independently to provide professional and focused customer service both
internally and externally. He/she will be reporting to Country Manager and Customer
Experience Director.

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.

Head – Customer Experience Vacancy at Wananchi Cable

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: [email protected] , Deadline 27th September 2024