Customer Experience Manager at MainOne

Responsibilities

• The Customer Experience Manager is responsible for overall customer satisfaction and retention and all the intricate details involved in that process.
• These intricate details include the purchasing, provisioning, service usage and performance, updating of network services (planned/unplanned maintenance, upgrades/downgrades, contract renewals, etc.), monitoring of trouble reports for effective resolution, resolution of billing and payment issues and prompt resolution of any customer escalations.
• Accordingly, the Customer Experience Manager shall be responsible for ensuring that all these touchpoints are effective, meet specified KPIs and coordinate for the most optimal customer experience.

Specifically, other responsibilities include:

• analyzing customer data to understand and accurately anticipate customer expectations and requirements– even before the customer articulates them and provides personalized attention. This helps resolve customer issues faster and more accurately.
• creating actionable insights that preempt negative customer experiences through a thorough analysis of customer data and feedback
• providing a focus on SLA management and customer satisfaction across the relevant customer base.
• defining appropriate schedules and coordinating formal customer review meetings
• collaborating with all relevant technical teams in managing planned and unexpected operational and technical events
• providing support for all customer satisfaction issues and ensuring adequate root-cause analysis is conducted and a corrective action plan is followed through in each case
• ensuring that relevant internal processes and methodologies are specified and followed in line with business requirements and customer expectations
• developing and driving initiatives towards exceptional customer experience
• ensuring that data on all customer-facing portals are accurate and up-to-date and ensuring proper follow-up when data indicate any anomalies for prompt and effective resolution
• monitoring all customer-facing portals for significant service disruptions, incidents, or issues; tracking status and facilitating questions for, or status updates to the relevant teams as needed.
• developing feedback and complaints procedures for Customer use (post-incident survey, customer satisfaction survey, etc.)

Qualifications, Skills & Competencies

• Bachelor's degree in relevant disciplines
• Postgraduate/relevant professional qualifications will be an advantage.
• 10-12 years experience with at least 5 years in a senior Service Delivery role.
• Excellent Interpersonal Skills
• Strong IT Skills: Word, Excel, Powerpoint
• Decisive and able to meet aggressive delivery timelines.
• Self-starter and proactive
• Mature and able to coordinate diverse teams and functions to achieve a common goal and priority.
• Detailed-oriented and able to take ownership of assigned tasks.
• Organized and comfortable handling multiple priorities
• Good understanding of the Company’s products and services, internal operations and critical customer SLAs as well as supporting internal OLAs
• Strong communication skills and a high energy level
• Able to be patient with and handle demanding customers.
• Strong commercial and financial awareness

Demands of the Job

• Problem-solving skills
• Ability to work under pressure
• Ability to handle the challenges that come with the job.
• Capable of multi-tasking, managing time and prioritising workload.
• Ability to collate and interpret data from various sources.
• Willingness to learn and develop new skills.
• Actively seek innovative ways of improving existing systems and processes.
• Very good understanding of Main One’s products and processes
• Ability to work with minimal supervision
• Confidentiality