{"id":84688,"date":"2023-03-24T16:07:54","date_gmt":"2023-03-24T16:07:54","guid":{"rendered":"https:\/\/joblistghana.com\/?p=84688"},"modified":"2023-03-24T16:07:54","modified_gmt":"2023-03-24T16:07:54","slug":"airteltigo-jobs-2023-10","status":"publish","type":"post","link":"https:\/\/joblistghana.com\/airteltigo-jobs-2023-10.html","title":{"rendered":"AirtelTigo Jobs 2023"},"content":{"rendered":"

Job Description<\/strong><\/p>\n

Job Title: Customer Engagement Manager<\/strong><\/p>\n

Job Summary<\/strong><\/p>\n

\u2022 The successful candidate will join as a Manager for Customer Engagement in the Customer Experience Department.
\n\u2022 (S)He will report to the Head, Contact Center, Quality Assurance and Experience manager and will be responsible for developing activities for the AirtelTigo Premier program or any other High Value Customer engagement program to effectively engage High Value Customers.
\n\u2022 The Customer Engagement Managerial role will also entail leveraging service partner ecosystem and increasing synergies across departments.<\/p>\n

Key Responsibilities<\/strong><\/p>\n

\u2022 Work closely with Head of Customer Experience and other stakeholders to provide Premier and B2B Customers with exceptional customer experience.
\n\u2022 Improving customer service experience, create an engaged customer base and facilitate organic growth.
\n\u2022 Support development of a differentiated customer experience engagement plan for High Value Customers (Premier & B2B)
\n\u2022 Set a clear mission and deploy strategies focused on that mission.
\n\u2022 Develop service procedures, policies, and standards.
\n\u2022 Keep accurate records and document customer service actions and discussions.
\n\u2022 Analyze statistics and compile accurate reports.
\n\u2022 Responsible for the promotion and adoption of self-care by High Value Customers (Premier & B2B)
\n\u2022 Organize engagement initiatives to create stickiness and reduce inactivity and churn.
\n\u2022 Taking ownership of customers issues and following problems through to resolution
\n\u2022 Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
\n\u2022 Reduction of High Value Customer (Premier & B2B) pain points through effective engagement.
\n\u2022 Responsible for recruiting benefit partners for AirtelTigo Premier program.
\n\u2022 Monitoring and analyzing usage trends to ensure maintained or increased customer usage to boost revenue.
\n\u2022 Training and supervision of Customer Engagement Executives and other front-end staffs in their management of High Value Customers (Premier & B2B).
\n\u2022 Keep ahead of industry\u2019s developments and apply best practices to areas of improvement.
\n\u2022 Adhere to and manage the approved budget.
\n\u2022 Ensure good ratings on T-NPS and CES.<\/p>\n

Qualification Required & Experience<\/strong><\/p>\n

\u2022 Bachelor\u2019s Degree from a recognized institution
\n\u2022 MBA from a recognized institution is a plus.
\n\u2022 3- 4 years of experience in High Value Customer management including 2-3 years in a similar role.<\/p>\n

CORE COMPETENCIES<\/strong><\/p>\n

\u2022 Strong working knowledge in High Value Customer Management.
\n\u2022 Analytical
\n\u2022 Solid knowledge of CEX including T-NPS and CES.
\n\u2022 Excellent knowledge in customer complaint management \/process
\n\u2022 Excellent planning skills
\n\u2022 Good negotiation skills
\n\u2022 Excellent interpersonal skills
\n\u2022 Excellent and effective communication skills, both orally and in writing
\n\u2022 Strong coaching skills
\n\u2022 Culture sensitivity<\/p>\n

Key KPIs<\/p>\n

\u2022 Engagement KPIs
\n\u2022 T-NPS\/CES Scores<\/p>\n

Location:<\/strong>\u00a0Accra<\/p>\n

How To Apply For The Job<\/strong><\/p>\n

Interested and qualified applicants should send their Applications & Curriculum Vitae to:<\/p>\n

Recruitment@airteltigo.com.gh<\/strong><\/p>\n

Kindly indicate the role you are applying for in the email subject.<\/p>\n

Closing Date:<\/strong>\u00a027 March, 2023<\/p>\n

Ready to be part of our dynamic and innovative team? At AirtelTigo, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.<\/p>\n","protected":false},"excerpt":{"rendered":"

Job Description Job Title: Customer Engagement Manager Job Summary \u2022 The successful candidate will join as a Manager for Customer Engagement in the Customer Experience Department. \u2022 (S)He will report…..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[150],"tags":[],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-m1W","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/84688"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=84688"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/84688\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=84688"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=84688"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=84688"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}