Careers at Jamii Telecommunications

Job Responsibilities

• Supervise the day-to-day activities of Customer Service Representatives.
• Ensure that customer enquiries, requests and complaints are handled professionally and within the agreed SLAs.
• Monitor individual and team performance against agreed KPIs and SLAs.
• Conduct regular coaching and feedback sessions with team members.
• Take ownership of customer complaints escalated by Customer Service Representatives.
• Support customers with issues relating to internet/fibre services, mobile services, installations, billing, accounts, service faults and connectivity, as applicable.
• Monitor the quality of customer interactions and adherence to approved procedures.
• Prepare and submit regular team performance reports to the Head of Department.
• Ensure team adherence to approved Customer Service policies, SOPs and processes.

Role Qualifications

• Bachelor’s degree in Business Administration, Customer Experience, Communications, Marketing, Management or a related field.
• Professional qualification in Customer Experience, Contact Centre Management or a related discipline is an added advantage.
• 5–7 years' relevant experience in Customer Care, Contact Centre Operations or Customer Experience.
• At least 2–3 years' experience in a supervisory or team management role.
• Experience in the telecommunications, ICT, ISP, utilities or other high-volume customer service environment would be preferred.
• Demonstrated experience managing customer service KPIs, SLAs, complaints and escalations.
• Experience managing and developing customer-facing teams.

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Job Responsibilities

• Fiber splicing to construct a proper splice case, including but not limited to, grounding, bonding, isolation, slack storage, and sealing.
• Troubleshoot and perform routine maintenance.
• Rehabilitate the network including tensioning cables, replacement of manhole covers and cable recovery.
• Record keeping of the cable network infrastructure.
• Liaison with the other technical departments to provide technical support and resolve issues on the network.
• Checking and advising on the environmental issues in the nodes in their area.
• Maintain site safety by eliminating hazards and/or reporting any hazards prior to commencing works.
• Carry out onsite survey/scoping for cases requiring network changes and routing and challenging them to the Regional Manager to raise associated PM orders.
• Any other responsibilities as may be assigned to you from time to time.

Role Qualifications

• Minimum Diploma in Electronics, Telecommunications, or related field.
• Four (4) years working experience in a network maintenance role is highly desirable.
• Technical aptitude in electrical and telecommunication infrastructure.
• Good analytical skills.
• Keen to details.
• Excellent communication