Airtel Malawi
Job Description
JOB PURPOSE
The Home Broadband Experience Manager is responsible for overseeing and enhancing the overall customer experience for broadband services. This role involves developing and implementing strategies to improve customer satisfaction, managing customer feedback, and ensuring that all touchpoints with the company provide a positive and seamless experience.
Responsibilities
Excellent customer on-boarding experience
- Design and review HBB customer on-boarding journeys to ensure seamless experience within shortest turnaround time (TAT).
- Ensure journeys and processes are compliant to country regulation while using available tools.
- Work closely with installation and maintenance lead ensuring new connections are installed and activated on time, fault/ repair tickets are resolved, relocation requests are fulfilled as per agreed SLAs for maximum possible up time.
- Ensure customer is activated in all broadband service supporting platforms and customer data is accurately updated in these applications
- Design and execute HBB customer engagement activities e.g. welcome calling, SMS and emails to ensure comprehensive product knowledge is availed to the customer.
- Make recommendations on better tools and processes to improve TAT and customer NPS.
- Analyze early inactivity, 2 -3 months post onboarding and carry out customer engagement calls to identify and address inactivity reasons.
Excellent Network Experience
- Work closely with the HBB Network planning lead to address connectivity and speed issues impacting experience as well as proactively engage customers on network downtime through relevant communication platforms as well
- Work with HBB marketing lead to design service recovery strategies (compensation) during prolonged service interruption due to network outages for better retention of customers
Best in class Product & Service Experience
- Work closely with HBB marketing lead to ensure simple product nomenclature for easy discovery across all channels
- Ensure that recharge works with minimal failure rate across omni-channels and where failure occurs, RCA is established within agreed SLA and right severity is registered for escalation and resolution.
- Ensure that customers are accurately and timely informed of their bundle usage and expiry for service continuity.
Customer Feedback Management:
- Collect, analyze, and act on customer feedback to identify areas for improvement and implement changes to enhance customer experience.
Performance Metrics
- Monitor and analyze key performance indicators (KPIs) related to customer experience as laid out in the lifecycle legs and take corrective actions as needed in collaboration with other cross-functional teams.
Training and Development:
- Develop and deliver training programs for customer-facing staff to ensure they have the skills and knowledge to provide exceptional service.
Innovation
- Stay up to date with industry trends and best practices in customer experience management and apply innovative solutions to enhance HBB customer experience.
Financial
Other Dimensions
- May require occasional evening or weekend work to meet customer needs.
Qualifications
Educational Qualifications & Functional / Technical Skills
- Bachelor’s degree in business administration, Marketing, Communications, or a related field.
- Analytical mindset with the ability to interpret data and make data-driven decisions.
- Proficiency in using customer experience management tools and CRM systems.
- Project management skills with the ability to manage multiple initiatives simultaneously.
Relevant Experience (Type of experience and minimum number of years)
- Minimum of 5 years of experience in customer experience management, preferably in the telecommunications industry.
Other requirements (Behavioural etc.)
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Customer-centric with a passion for delivering exceptional experiences.
- Innovative and forward-thinking.
- Empathetic and able to understand and address customer needs and concerns.
- Proactive and results oriented.
- Adaptable and able to thrive in a fast-paced environment.
To apply for this job please visit erey.fa.em3.oraclecloud.com.