Selcom Paytech, Head of Customer Care jobs

Head of Customer Care

Description

Duties and responsibility

• To manage, direct and control the Customer Service Department in accordance with the relevant company policies and procedures and to ensure a high level of service to customers at all times.
• To provide leadership and direction to the entire customer support department. In this capacity, the Head of Customer Care also plays a mentorship role to key customer support personnel by assisting in the execution of their duties upon request, ensuring constant sharpening of their skills and grooming them.

• Improving overall customer satisfaction.
• Inform Management of any relevant customer related issues and any financial risks to the company.
• Maintain company disciplinary procedures with all Customer Service staff.
• Conduct regular meetings to address issues as required, monitor performance in conjunction with Management.
• Closely monitor the communication between the Customer Service staff and the Clients/Customers.
• In critical situations, visit customer property to discuss issues / problems and provide adequate solutions.
• To ensure that the Customer Service Dept. fully implements the Customer Services policy.
• To ensure effective and well directed guidelines are given to the Customer Services Team.
• Liaising and co-ordinating with the MNOs and internal departments to ensure Customer Service issues are minimised.
• Tracking and ensuring timely responses are sent to customers/clients and that professional etiquette is followed at all times.
• Recruiting staff and conducting appraisals on regular basis.

Qualifications and Experience:

• Bachelor of Commerce or, Public Relations and/or any other relevant qualifications.
• 5 to 6 years working experience in related field.

Core Competence

• Ability to communicate clearly and professionally, both verbally and in writing.
• Pleasant, patient and friendly attitude.
• Strong detail orientation
• Listening skills
• Has ability to professionally and courteously handle complaints and disgruntled customers

Attitude

• Integrity
• Orientation to internal and external client
• Commitment to organization objectives
• Positive and dynamic attitude

NOTE: All applications should be addressed to:
The Human Resource Manager
Selcom Tanzania.
P. O. Box 20656, DAR ES SALAAM.

Closing date will be 4 days after initial advertisement date and applications received after the deadline will not be considered. Please note: if you do not receive a response from Selcom, your application has not been successful.