Head High End Service Experience Jobs In Kenya.

Head High End Service Experience Jobs In Kenya.
OUR CLIENT IS A LEADING PROVIDER OF TELECOMMUNICATION SERVICES IN AFRICA. THE COMPANY
HAS A VACANCY FOR: HEAD – HIGH END SERVICE EXPERIENCE
Position Title:Head – High End Service Experience
Reports to:Africa Head – Service Experience

Basic Purpose:
As one of its aspirations, our client, the leading telecommunications services provider, has set to be the
preferred Service Provider for the High End base. As the head of this service, the holder will provide the
leadership for defining and Operationalising the strategy for the high end Customer Base of the Business,
which comprises of Postpaid customers, Corporate/ SME customers and the high end Diamond and
Platinum customers.

MAJOR ACTIVITIES
The successful candidate will be responsible for:
•Creating highly effective and efficient service models for the above segments
– comprising of
both retail and corporate customers.
•Defining and operationalising policies, platforms and processes to ensure a superior and
delightful experience throughout the customer life cycle
Define the segmentation wrap and operationalise the same through the CS verticals and other
cross functional teams
•Ensuring creation of monitoring & control systems to track successful service delivery
•Defining the Credit and Risk policy in conjunction with Finance to ensure minimal barring as well
as bad debts
•Delivering on the Post-paid collections and bad debt numbers
•Responsible for Customer retention – Ensuring that Churn from these segments is kept to the
minimum
•Responsible for the Diamond segment – which will comprise of the Top 999 Influencers in each
Country. Creating an extremely high Impact service model which should result in building Brand
ambassadors for the Company. This segment should have zero Customer initiated Churn
•Ensuring extremely high Customer satisfaction levels from this group of Customers
•Developing and enhancing the capabilities of the teams responsible for this portfolio in the OpCo’s

APPLICATION PROCESS
Interested candidates are requested to submit their applications on e-mail to: recruit@idp-ea.com, together with the latest copy of CV, day time telephone number and details of their current remuneration on or before Wednesday 30th September 2010.

To View this and other opportunities or upload your CV, visit our website on http://www.idp-ea.com/featured-jobs/

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