Head – Customer Experience at Wananchi Cable (T) Limited

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Wananchi Group Tanzania Limited Jobs 2024

Head – Customer Experience at Wananchi Cable (T) Ltd September 2024

Job type: Full-time
VACANCY:
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:
1. 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.
2.
In conjunction with Director CE, agree on performance objectives and
measures for the team, providing regular feedback on honest assessment
and achievement.
3. 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.
4. 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.
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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.

How to Apply:
This is Full-time Job, Apply to recruit@ke.wananchi.com
Deadline: 27th September 2024.