REPORTS TO: Head of Service Quality
OBJECTIVES OF THE JOB
• Own, manage, and deliver service and process innovation and continuous
improvement initiatives across the business.
• Enable capability to exceed customer expectations and preferences in alignment
with customer Experience strategy.
• Lead delivery of cross-department change, and improvement plans which support
customer Experience strategy.
• Lead the service improvement initiatives/projects (People, Processes, Technology)
across touchpoints as prioritised by the Voice of Customer Manager in line with
results of Customer Satisfaction survey results.
QUALIFICATION
Degree in BSc Applied Business Computing, Business Administration, or equivalent.
EXPERIENCE
Six (6) years’ professional experience in the customer service and field services area.
Sales Experience in the telecommunications sector will be an added advantage.
Experience in Project Management will be an added advantage.
PROFESSIONAL MEMBERSHIP
Membership of a relevant professional association will be an added advantage.
