Customer Service Manager

CUSTOMER SERVICE MANAGER

OVERALL JOB DESCRIPTION AND PURPOSE Drives customer loyalty programs and coordinates the customer service through inbound call centre staff, outbound retention teams and customer facing staff in retail shops in order to give an exceptional customer experience. The customer services manager is the advocate and champion of all customers of Zamtel to ensure that they are satisfied at all times. JOB SPECIFICATION Minimum Qualifications  Business Degree or Postgraduate Diploma in Marketing Professional Registration  Zambia Institute of Marketing Minimum Experience  5 years preferably in telecoms or services industry Key Knowledge  Customer services and after sales service management, Customer life span management, Customer value development and Customer yield management. Key Skills  Commercial awareness, Business Acumen, Analytical, people centric

Key Attributes/Competencies  Listener, Empathetic, self control, Assertive, Team builder, Motivator, Effective communicator, Information seeking, Team player.

KEY PERFORMANCE OBJECTIVES AREA(KPA’s) 1. Inbound Customer care agents day to To ensure optimum team members are available to day management answer to inbound calls queries in the call centre

2. Outbound Retention team day to day To ensure through retention team management

3. Back office escalation management To ensure all queries escalated to Back office are attended to within 48 hours and customer informed.

Human Resources (2012) Page 1 of 2 4. Retail shops customer service To be the best customer service centre in Zambia management

5. Reporting Prepare weekly customer care reports, dashboards service level and CVD reports showing company performance for management's information and decision making in Exco meetings

Human Resources (2012) Page 2 of 2