Job Opportunity at Selcom Paytech, Head of Customer Care

AJIRALEO

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.