HEAD OF CUSTOMER SERVICE

CUSTOMER LOYALTY & RETENTION SUBSCRIPTION & CUSTOMER ACCOUNT MANAGEMENT REPORTING HR, ADMIN & OTHER

RESPONSIBILITIES

CUSTOMER LOYALTY & RETENTION

• Review, Propose, Test and Implement retention campaigns to increase loyalty.
• Monitoring of campaigns & review of customer journey to ensure maximum retention possible.
• Manage and optimize telemarketing campaigns.
• Work with other departments to coordinate and drive engagement across all channels and segments.
• Take ownership of customers concern and follow up.
• Analyse customer complaints, identify root causes and propose corrective actions.

SUBSCRIPTION & CUSTOMER ACCOUNT MANAGEMENT

• Monitor and ensure key customer SLA compliance by internal and external partners throughout the subscription value chain.
• Improve sales order fulfilment process by reviewing existing practices, identify and implementation of automation of routine tasks.
• Ensure a highly efficient order fulfillment and customer service experience for our customer.
• Ensure the timely processing of debtors and creditors by the customer account management team to optimize inflows.
• Identify billing processes anomalies & work in collaboration with other departments to prevent recurrence.
• Analyse customer refund and adjustment requests and identify process and/or system improvement actions.

REPORTING

• Contribute to the preparation of departmental and company report.

HR, ADMIN & OTHER

• Lead, coach and manage the team to deliver set objectives.
• Assist in any administrative work in relation to current position.
• Any other cognate duties.

EXPERIENCE & COMPETENCIES REQUIRED

• Minimum a Bachelor Degree in Management/Sales/Marketing.
• At least 5 years of experience in a similar position.
• Experience in telecommunication sector will be an advantage.
• High level of IT skills (specifically advanced Excel and PowerPoint) is expected.
• The candidate must be highly numerate with the ability to, analyze, interpret and consolidate information.
• Must have a proven track record of producing clear, effective, reporting and communication to all levels of the business.
• Able to manage change and risk.
• Excellent communication skills and the ability to communicate.
• Problem solving ability.
• Strong team player.
• Excellent interpersonal and client-facing skills.
• Good planning and organisational skills.
• Prioritise workload and meet strict deadlines.