Job Description

Posted on April 20, 2021

DEPARTMENT : Airtel Money
VACANCY : Customer Experience Lead
LEVEL : Assistant Manager
LOCATION : Lusaka, HQ
JOB PURPOSE
Driving customer experience for Airtel Money products by ensuring regulatory compliance, delivering seamless user experience and having competitive advantage. This role is also responsible for working closely with key cross-functional teams (Customer Service, Information Technology and Sales & Distribution) in ensuring customer issues are addressed in timely fashion and fully resolved to maintain a superior customer experience.
REPORTING TO THE AIRTEL MONEY DIRECTOR, THE MAIN DUTIES ARE:
· AM Products Penetration
· Design & Processes
· Customer Experience
· Proactively resolve customer queries through reconciliation of key services.
· Level 2 escalation
· Queries resolution SLA monitory and Quality assurance.
· Project UAT management
· Platform Operational Configurational change control.
· AM Operational KPIs monitory and user training
EDUCATIONAL QUALIFICATIONS & FUNCTIONAL / TECHNICAL SKILLS:
· Bachelors in IT, Finance, Business Administration or Equivalent
· Master’s in Business Administration would be additional advantage
· Professional qualification: PRINCE 2 or PMP Certification
· SQL certification will be added advantage
RELEVANT EXPERIENCE:
· 3-5 years of experience in leading a highly qualified and experienced team in a highly complex environment and experience in the telecom space, especially in Mobile Money and digital domain
· Able to handle, prioritize, multiple projects simultaneously
· IT literacy & Excellent with MS Office products
· Abel to operate in a performance driven environment/organisation
OTHER REQUIREMENTS (BEHAVIOURAL):
· Good background and experience on technology and digital product.
· Very high collaboration with CEX, Marketing, Product and IT teams.
· Strong Commercial Acumen & Strong Customer orientation
· Excellent Communication skills
CLOSING DATE
Suitable candidates are required to send their application & Curriculum vitae to jobs@zm.airtel.com. Closing date for applications is 21st April, 2021.
Airtel Mobile Commerce 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.