Overview

Job Title: Head – Customer Experience 

Duty Station: Dar es Salaam

ZUKU

 

 

 

JOB OPPORTUNITY

As a top Internet service provider in Eastern Africa, Wananchi Cable Tanzania Limited is a member of the Wananchi Group. We are searching for a Head of Customer Experience who can operate independently and offer focused, competent customer service to both internal and external clients. The Customer Experience Director and the Country Manager will receive his or her reports.

 

 

The key responsibilities will include:

  • Manage the Customer Service Department to ensure that it always provides great service and serves as a service delivery benchmark for all other departments in the organization.
  • In collaboration with Director CE, establish team performance objectives and measures, and provide regular feedback on honest appraisal and achievement.
  • Work with cross-functional teams, including commercial (Zuku Fiber and Zuku TV), technical, IT, and others, to ensure that excellent service is given and that each client receives prompt and effective service assistance.
  • Analyze customer lifecycle patterns, market pressures, and competition activity before proposing short- and long-term customer retention strategies to meet retention and revenue targets. Manage client accounts to increase loyalty and reduce churn.

 

 

Job Qualifications:

  • The University degree in business-related discipline.
  • Experience with telecommunications and/or ICT service providers for at least one year. At least 5 years of experience supporting customers via fiber to the home (FTTH), including at least 2 years in a senior position.

 

 

How to submit an application

To apply, please email recruit@ke.wananchi.com by September 27th, 2024.

To apply for this job email your details to recruit@ke.wananchi.com.