Job Description

Posted on June 7, 2021

DEPARTMENT : Customer Experience
VACANCY : Acquisition Experience Team Lead
LEVEL : Assistant Manager
LOCATION : Lusaka
JOB PURPOSE
Plan and deliver competitive customer experience at acquisition point
Continuous evaluation of processes and interfaces to ensure friendly, simple, compliant high quality registrations
Delivery of business KPIs for this role includes SIM Registration Process, SIM update process, Airtel Money Registration process, Overall Agent Onboarding process, system base compliance and CSAT
REPORTING TO THE MARKET OPERATIONS MANAGER, THE MAIN DUTIES ARE:
Management of SIM registration Process
Management of SIM update process
Management of Agent onboarding
Existing Base Compliance
Develop and track business performance on new acquisition
Strategic Partner management and cross functional interface
Driving quality and health of SIM registration compliance standards for Airtel customer base
Driving KYC System and process capability & efficiency
Staff Management
Preform mock Regulator audit drills for compliance tests and delivery TAT
Project Management
Educational
Qualifications/Technical Skills
A Bachelor’s degree/ Diploma or equivalent work experience, preferably in a business related field and/or other related job experience
Relevant Experience (Type of experience and minimum number of years)
5 years’ experience working in a customer service environment (Call Centre/ Retail outlet) with supervisory experience
Able to handle, prioritize, multiple projects simultaneously
IT literacy
SQL literacy
Abel to operate in a performance driven organisation
Preferably knowledge on CRM/ Interfaces
Excellent with MS Office products
Excellent Project Management Skill
Abel to operate in a performance driven organization
Other requirements (Behavioral etc.)
Business awareness, strong analytical skills and problem solving skills, high personal standards and goal oriented, excellent interpersonal skills
Good knowledge of customer service, customer service performance standards, procedures and practices
Knowledge on Airtel products and services
Excellent and effective communications skills, both orally and in writing
Excellent, high level knowledge; complete understanding and wide application of technical principles, theories and concepts in the field of expertise and general knowledge of other related disciplines.
CLOSING DATE
Suitable candidates requested to apply by sending through their CV’s to jobs@zm.airtel.com. Closing date for receiving applications is Friday, 11th June, 2021.
Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping nor HIV/AIDS status.
Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.