NAFASI ZA KAZI TTCL

POST: CUSTOMER SERVICE EXECUTIVE

Summary In liaison with Assistant Regional Manager Commercial this job seeks to achieve TTCLs’ key objectives and targets in relation to Customer Care enhancement and retention, time to solve customer problems and requests for reduction and loss of revenue through bill adjustments are achieved for the business profitability.
Closing Date:	Tuesday, April 22, 2014
Reports To:-	Head Customer Service
Duties
1 Ensure that customer care strategies for each market segment is developed, Implemented and reviewed. 2 Provide inputs for Preparation of Customer Care budget within the region 3 Conduct Market Intelligence with respect to competitor Customer Care activities within the Business Unit. 4 Ensure compliance with the Key business processes such as Service provisioning, Service Assurance and Key Accounts and Revenue Assurance. 5 Ensure good internal interface with other sections aimed at serving the customers profitably 6 Develop good customer relationship, provide efficient management to them and ensure business satisfaction to them for the retention purposes. 7 Perform regular customer audit survey, provide feedback, and then advise in order to attain business satisfaction to customers. 8 Liaise with other departments and ensure customer queries like fault clearance, business orders, products and services delivery, billing disputes and the like are timely attended and solved. 9 Always generate customer awareness by promoting TTCL products and services to the public in order to increase the customer base for business grow. 10 To monitor and report on the daily, weekly monthly and quarterly accurate business Performance Reports that relates to customers as required and advice accordingly
Qualifications
• A Bachelor Degree in Information Technology, Telecommunications, Business, or other equivalent • 2 years experience in Customer Care • Good Communication Skills and fluent in English and Swahili • Candidate must be willing to travel to the regions of Tanzania

POST: CALL CENTRE SUPERVISOR

Summary Effective and efficient supervision of Call Centre that translates into higher revenue and lower customer turnovers.
Closing Date:	Tuesday, April 22, 2014
Reports To:-	Manager Call Centre
Duties
1. To manage Customer Care Representatives and the daily call flow. 2. To administer call centre telephone systems (ACD/IVR/CTI/e.t.c), forecasting call volume and balance service levels and make dynamic changes as per work load demand and maintain customer database in all systems. 3. To manage Alcatel Omni PCX 4400 systems maintenance provider and provide common changes in the system functions when added. 4. Management and provisioning of performance reports and Call Centre statistics timely to the Management. 5. Ensure all inquiries and requests are attended quickly and accurately and that sales leads are forwarded. 6. Provide training on products, services, promotions and manage call centre operation data for staff forecasting. 7. To manage the interface with Dealer support and Customer Service Centre to resolve customer complaints and problems caused by incomplete information. 8. To implement, update policies and procedures in order to provide excellent services to customers. 9. Provide inputs to the Strategic Business Plan preparations process relating to Customer retention strategy. 10. Provide leadership to the workgroup by mentoring, coaching and providing technical expertise in relation to Customer Service issues. 11. Accountable for allocating tasks to the workgroup and monitoring the work performance and quality assurance.
Qualifications
• A Bachelor degree/Advanced Diploma in business/Computer/Telecommunication or any related field. • Must have at least Three (3) years relevant experience in Call Centre Supervision or a similar field and be recognized as an expert. • Excellent Communication and Interpersonal skills. • Flexible with a broad generalist understanding of modern Customer service concepts. • Good analytical skills and data interpretations, procedures and processes with a creativity approach. • Good computer knowledge with basic soft ware applications.