Purpose Of Role:     

•   Develop and Implement VBS customer experience model – identifying opportunities for improvement and recommending key initiatives
•   Proactively own and manage the relationship / interaction with VBS retail personnel, call centre team and marketing for online presence
•   Manage Billing Experience – manage proactive first bill reviews, billing integrity and associated initiatives to improve billing accuracy
•   Manage mobile and ADSL fulfilment process – ensuring alignment with all stakeholders and adherence to SLAs
•   Manage 2G / 3G and Indoor coverage solutions for VBS customers

Key Accountabilities:     

•   Leadership of Customer Experience team to meet targets for profitability and revenues.
•   Support the Head of Operations in developing an annual plan and budget
•   Implement best-in-class processes and procedures for effective day-to-day customer experience which supports the sale of Vodafone Business Solution solutions to corporate and SME customers.
•   Day-to-day operational responsibility for the end-to-end customer experience, working with Vodafone Ghana stakeholders to manage customer fulfilment, assurance and billing issues.
•   Agree a set of service performance KPI targets and measures; ensure service performance targets are met.
•   Full integration of quality management processes within the Customer Experience team and their effective deployment on a day-to-day basis.
•   Responsible for managing the various touch points for VBS: Call Centre / Retail and Online

Qualification Required & Experience

Person Specification:     

•   5 years’ experience of customer service management in the telecommunications or ICT sectors
•   Business studies degree or equivalent
•   Experience of process design or process re-engineering
•   Excellent interpersonal and communication skills

Location: Accra

How To Apply For The Job

Interested and qualified candidates should

Click Here To Apply Online

Closing Date: 06 August, 2013