Duma Works is recruiting a Customer
Relations Executive in
Zanzibar for Zanlink Ltd; a leading ISP company in Tanzania.
Roles and Responsibilities:
Maintain a Company wide
Customer Focus:
- Work with all
departments to develop and maintain a customer-focused attitude toward
activities, concentrating on those that most strongly contribute toward
improving customer lifetime value.
- Guide and lead
team members to deliver services that meet or exceed the customer
requirements.
- Assist sales
team in business acquisitions, planning, and retention.
- Manage client
relationships to build a reputation for excellent service and generate
repeat business.
- Assist in
Company’s brand visibility and CSR campaign.
Manage Company’s Customer
Retention Management (CRM) Programme:
- As part of
Company’s CRM Programme, communicate with clients on regular basis to
follow up on our services, and carry out analysis of customer feedback.
- Through CRM, find
out clients who face problems with our service and immediately liaise with
Support department to resolve the problems.
- Regularly
liaise with Support department to get information on clients facing
chronic problems with our service and assure them of better service.
- Follow up on
every problems reported by customers to ensure complete satisfaction and
maximum utilization of the service provided to clients is obtained.
- Build and
maintain excellent customer relationship and retainership with clients.
Reduce Clients Churn
- Identify
clients who have stopped service. Find out factors that have caused
clients to leave and make efforts to get them back and reduce churn.
- Ensure all
existing clients have Service Contracts.
- Ensure regular
follow up for renewal of accounts of customers.
- Maintain
complete and accurate customer data.
Qualifications and Attributes
- A University
degree in Marketing with at least 2 years of experience in related field.
- Open to
Tanzania nationals.
- Very good
knowledge of the Internet Industry.
- Advance
computer knowledge is a must.
- Excellent
communication and listening skills.
- The ability to
explain complex information clearly and simply.
- Plenty of
drive, initiative and motivation.
- The ability to
analyze and research information.
- Must have excellent
interpersonal, planning and prospecting skills.
- Creative,
outgoing, a quick learner and a team player.
- Good report
writing skills.
- Should have a
strong customer service ethic.
Apply
Send your Cover Letter and detailed CV toapply@jobs.dumaworks.com marking the subject as “2854”, Your Full name & Phone number e.g. 2854 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.
Deadline for receiving applications: Friday, 09 June 2017
N.B.* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.
If you apply and don’t meet these minimum qualifications, we won’t be able to forward your application to the employer.
Send your Cover Letter and detailed CV toapply@jobs.dumaworks.com marking the subject as “2854”, Your Full name & Phone number e.g. 2854 Barack Obama, +2547xxxxxxxx. If you don’t follow these instructions, your application will not go through.
Deadline for receiving applications: Friday, 09 June 2017
N.B.* You will receive a confirmation email and an alert to take a basic screening test over SMS or online. The email with the test may not arrive immediately. Please be patient. The email/SMS test will typically be 5-8 questions to help us understand your background. Regular SMS rates apply to the test.
If you apply and don’t meet these minimum qualifications, we won’t be able to forward your application to the employer.