Econet Wireless Zimbabwe
DUE : 25 JAN 2023
Job Description
Job Purpose
To support Platinum Customer lock-in strategy by offering differentiated and prioritized relationship-based customer service support.
The incumbent will also offer a supportive analytics role in gathering market intelligence and analysing customer behaviour data to inform and influence bespoke product offering for Platinum Customers.
Key Responsibilities
Offers differentiated and personalized relationship-based Platinum Customer support.
Segments & continuously tracks Regional Platinum subscriber activity.
Provides monthly feedback reports on all Platinum Customer activity for the reporting period.
Coordinates the on-boarding and de-boarding of Regional Platinum Customers.
Offers prioritized support for Platinum Customers’ product and service fulfilment for new and existing products, (e.g., new devices, voice and data roaming, Internet-of-Things (IoT), Maisha etc.)
Creates cross-selling opportunities for Platinum Customer and offering them upgrade and migration opportunities;
Facilitates ease of access to new services and quick adoption by Platinum Customer.
Analyze Platinum Customer portfolio to establish the best possible packaging that meets the subscribers needs based on usage history.
Implement Regional Platinum Customer engagement events and functions and offers on-demand Platinum support & Product sales at high-profile events.
Plan and coordinate Platinum Customer events in liaison with Marketing Department.
Works with Customer Experience and quality assurance resources to ensure top-class Platinum Customer service support and differentiated customer experience standards across our Platinum Customer channels and touch points
Regularly scan the environment to identify opportunities to improve existing approaches to Platinum Customer management.
Measure and track CX metrics on identified transformation opportunities for Platinum Customer experience along with driving continuous process improvement culture.
Analyze data and come up with new products and concepts
Track and communicate competitor activity, to keep up with market trends and offer the best products.
Qualification, Skills and Experience
Degree in Marketing, Sales or equivalent.
A relevant postgraduate qualification in Customer Experience Management, Service and/or Business Management will be an added advantage.
2 to 4 years’ working experience within customer service and or customer experience management in the telecoms sector.
TO APPLY
Click here to apply
