Request and Complaint Resolution 

• Timely resolution to all customer complaints and requests hence increase on call resolution and reduce the number of referrals to the back office
• Implement a monitoring and review framework to track performance on complaint management
• Introduce a process that highlights top critical unresolved complaints and requests (cases outside SLA)
• Coordinate with query resolution & complaint unit and all process owners to conduct root-cause analysis for identified unresolved queries
• Proactively ensuring close looping is done after any such activity
• Create an effective service recovery and quality of resolution
• Conduct periodic reviews of all service level agreements to identify possible process improvements

Online Resolutions 

• Ensure timely responses and resolution is done for all cases raised through Helpdesk Email

Username Management

• Implement a monitoring and review framework for users created at call center (New, Attired, Deleted, Modified)
• Manage system user creation/deletion/modification as per the approved forms

Regulatory Compliance

• Ensure all regulatory norms are compiled to, and there is no exposure to the organisation in regard to any penalty or backlash from the regulator.

RACE and Waiver adjustment compliance 

• All incidents reported/raised by RACE are responded timely
• Ensure waiver and manual adjustments are done as per the approved DOA
• Preparing summary of cases for approval and ensure signed off is done as per the approved DOA

CX System monitoring 

• Monitor downtimes of all systems and applications used by the call Centre and proactively engage respective system/application owners to ensure above 99% uptime and thus secure positive customer experience
• Inform communication manager on any system/application downtime for onward communication to stakeholders
• Ensure there is a daily tracker on all daily downtimes along with reason

Complaint management 

• RCA on top call triggers relating to GSM & Airtel Money services.

Cases logged at SV

• Ensuring daily monitoring of all cases logged in SV are close within SLA

Educational Qualifications & Functional/Technical Skills

• Diploma /Advanced diploma in Business Administration, Marketing or Equivalent
• Advanced MS Excel, Access, Word and PowerPoint experience.

Relevant Experience (Type of experience and minimum number of years) 

• Ability to analyze business requirements, design and implement solutions
• Excellent knowledge in customer requirements and behavior
• Able to work under Pressure and tight deadlines
• IT literacy
• Excellent in English and Swahili

Other requirements (Behavioral etc.)

• Able to handle, prioritize, multiple projects simultaneously
• Abel to operate in a performance driven organization
• Excellent with MS Office products
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills
• Good knowledge of customer service, customer service performance standards, procedures and practice
• Knowledge on Airtel products and services