Mobitel Nigeria: Head of Customer Care

JOB SCOPE:
To manage the company’s customer complaints and grieviance dynamics and ensure that the company delivers continuous improvements in customer satisfaction; To oversee the company’s customer care technology and infrastructure and manage outsourced resources acquired in this respect; To participate in the product development process and highlight significant functional features and systems to the customers’ understanding; to develop and maintain a database of key customer issues and provide management with headline statistics and analyses of same on a periodic basis

RESPONSIBILITIES:

1. To develop and manage the entire customer care cycle from complaints/issues registration to resolution, including the installed technology and strategic third party partnership arrangements established for this purpose
2. To be responsible for managing customer complaints and resolving them without need for further escalation
3. To mine all acquired customer issues data with a view to determining satisfaction levels and to avail management of this report periodically, which report must detail customer feedback, support managers’ concerns, root cause analyses of customers’ issues, trend analyses and forecasts and recommendations for improvements
4. From feedback from [3] above, to work with Product Development Manager and Technical staff to define applicable quality of service benchmarks for all complaints/issues and ensure that these are implemented
5. To develop and promote policies and procedures towards establishing and maintaining communications between customers and customer care consultants for the attainment of service level targets
6. To manage the implementation of new systems and practices towards improving customer service efficiency
7. To ensure full integration of customers’ needs with overall end to end service delivery and manage relationships with key units in sales, product development, network, retail shops and the call center

REQUIREMENTS:

1. Relevant first degree
2. Minimum of 8 years relevant experience acquired in  sales,  product management or call centre operations in  Telecoms, IT or Financial services environment
3. Thorough knowledge of and competence in relevant operating hardware, software and PC-based applications in the customer service/call centre domain
4. Ability to function in lead role in high-stress, multiple-complaints environment. Specific ability at micro management and multi tasking will be of definite advantage