Manager - Customer Operations

Job Overview:
Manage the operations and general activities of the customer assistance centre within the regional location.

Duties and Responsibilities:
Lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans. Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers. Provide technical, procedural, and policy guidance to customer care representatives and other operational staff, and supervise all technical activities and administrative duties in the customer assistance centre. Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments. Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues. Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection. Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives. Co-ordinate and monitor the activities of customer care representatives and facilitate prompt and complete dissemination of relevant information to team members. Assist in the design, review, and update of processes, policies, and procedures (PPP’s) in line with the organization's value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved. Assist in carrying out customer-related research and coordinating the customer satisfaction index and brand perception survey. Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development. Maintain brand alignment in rendering sales and services in service centre environment. Manage support services in assigned to the service environment – e.g. security" style="border-bottom: 1px dotted #007bff !important;">security guards, cleaners etc. Assist the Customer Care Manager in the implementation of service initiatives. Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and techniques and approaches required to optimize services.

Required Qualifications:
First degree in any relevant discipline. Fluent in English. An MBA will be an added advantage.

Educational Background:
First degree in any relevant discipline.

Experience:
3-7 years’ experience which includes experience working in a medium organization, experience in a customer-facing operations environment, experience in a supervisory role, experience in query resolution, experience in general ledger reconciliations.

Languages:
Fluent in English.