Regions:
Nairobi,
Reporting to: Manager, Corporate & Support,
Band:
3,
Department: Customer Experience,
Role Purpose
To provide leadership and coaching to
the team in managing churn, billing tasks and proactively engaging customers on
retention campaigns of Enterprise, SME, SOHOs and Premium Mobile. He/she will
ensure that all KPIs regarding processes and systems applications as well as
target SLAs are observed throughout the retention and billing management
processes in order to maximize the customer experience.
Key Duties and Responsibilities
- Monitor & execute the all Churn requests
and ensure they are within budget
- Contribute to the cost saving initiatives of
TKL through Billing Dispute management
- Support the collection of outstanding money
through the effective execution of the dunning process
- Execute the call centre activities within
budget limits
- Optimize the customer experience by review of
customer journeys that have an impact on retention including campaign
management
- Ensure the effective management of the
customer query resolution process by the team
- Supervise the Retention, Billing and Dunning
tasks for accuracy to increase customer satisfaction and avoid revenue
leakages
- Provide insights on retention, churn and
billing tasks to relevant stakeholders to support the enhancement of
product development and marketing alignment and business decision making
- Identify, recommend and implement process
improvement opportunities
- Set and meet performance targets for speed,
efficiency and quality
- Ensure the compliance to processes and
procedures
- Chair weekly Dispute Resolution Committee
Meetings with relevant stakeholders
- Oversee the internal and outsourced service
provider to ensure efficient and accurate billing through relevant
communication channels
- Support the related customer care activities
concerning customer retention
Academic/ Professional Qualifications
- Bachelor’s degree in Business, Marketing or
related field from a recognized institution
- Minimum 3-5 years of experience in customer
service and relationship management,
- Experience in working with Retention
methodologies
- Experience in complex billing dispute
management & understanding of billing management systems
- Experience in Telecommunication / ICT
industries is preferred
Professional Skills
- Management / flexibility : Experienced in
managing, developing and motivating a retention team
- Team-work / collaboration : must be a strong
team player with a commitment to value-based leadership
- Initiative & pro-activity : must be
self-driven, energetic, resourceful, creative, and possess strong
leadership skills
- Influence & persuasion : ability to
project a strong, positive image of him/herself and the Company
How To Apply
This position is open to Kenyan
citizens only. If you fit the required profile, please
apply highlighting how your qualifications, experience and career aspirations
match the requirements for this position.
Application should be sent by latest 22/05/2020,
please provide an updated Curriculum Vitae (CV) including details of your
current telephone contacts and names of three referees. Apply through recruitment@telkom.co.ke and ensure the job title
is quoted on the subject field. Only shortlisted candidates
will be contacted.
Telkom Kenya is an equal opportunity employer and all qualified
applicants will receive consideration for employment without regard to tribe,
religion, gender, age or disability.
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