Job Title: General Manager, Customer Care(Walk-in Online)
Department: Customer Relations
Location: Lagos
Job Description:
•Ensure MTNN Walk-in and Online Customer assistance center strategy is of world class standard
•Ensure departmental contribution to the profitability of MTNN and MTN Group through the establishment of appropriate checks and balances in the system and the alignment of all functional areas in the department
•Provide input into the MTN N business strategy as it relates to delivering on a branded customer experience
•Manage risk pertaining to customer care and its resultant effect on the company as a whole
•Define and improve operational processes, service quality and business performance
•Ensure the satisfaction of customer intentions and the overall delivery of customer requirements
•Ensure integration of the required systems to enhance customer care delivery
•Ensure the required human capabilities are in place and optimised to drive the customer service strategy
•Liaise with other departments/ stakeholders on issues that affect customer care delivery and service quality
Job Conditions: Normal MTNN working conditions
Reporting To: Customer Relations Executive
Required Skills:
•A good First Degree in Social Sciences or a relevant discipline
•Post-graduate degree or an MBA will be an advantage.
•15 years experience of which:
•8 years management experience in the service industry, preferably in a telecoms environment
•Exposure to a Contact Center within the telecommunications industry is critical
•Proven experience managing system integration into service strategies
Employment Status :
Permanent
Qualification:
A good First Degree in Social Sciences or a relevant discipline Post-graduate degree or an MBA will be an advantage.
This vacancy expires on 12/7/2011
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