Job Description
The position exists to provide efficient, effective, and timely customer experience strategies to meet client demands.
Duties and Responsibilities
- Develops and ensures implementation of contact centre and query resolution policies. Responsible for planning and management of all customer experience activities
- Implements and evaluates daily customer care activities in line with corporate objectives Implements customer experience
- Plans and expansion activities for increased returns and value.
- Ensures adherence to regulator stipulated service provision requirements for compliance.
- Contributes to the development of communication concepts /strategies in line with corporate image
- Assist in providing timeous feedback for products and services improvement
- Responsible for employee mentoring and coaching as well as motivation.
- Delegates work, sets performance targets and conducts performance appraisals for all staff under own control
- Manages staff discipline, resolves grievances and resolves disputes/conflicts in an objective, ethical and professional manner through administering the Code of Conduct and Grievance Procedure
- Any other duties as may be assigned by the Commercial Director,
Qualifications and Experience
- Degree in Marketing / Business Studies/ or equivalent technical degree.
- A relevant postgraduate degree such as MBA/MBL or equivalent
- Valid membership of a recognized professional institution.
- Experience in an ICT/Telecommunications environment is a distinct advantage
- Experience in Customer Experience Models a must
- 8 years relevant experience of which 5 years should be at senior level.
- Excellent interpersonal and communication skills.
- Superior customer service skills.
- Planning skills.
- Digital marketing skills. Innovativeness
How to Apply
Interested and suitably qualified candidates should send clearly labelled applications indicating position applied for. All applications must include certified copies of academic and 'professional certificates accompanied by a detailed curriculum vitae to be submitted not later than 21 November 2022 addressed to:
The Human Resources Manager (A)
Powertel Communications (Pvt) Limited
16 Birmingham Roard
Southerton
P.O Box 7600
Harare
OR Email: managementvacancies@powertel.co.zw
Kindly, note, it is not company policy for any prospective job applicants to pay the organization or any of its employees any fee towards the recruitment process.
