Job Opportunities at Jamii Telecommunication

We are seeking to recruit a Customer Experience Executive to provide a point of communication and contact with customers to address concerns and complaints and review the customers’ comments regarding their experience while reviewing all customer information in company databases to ensure that it is up to date

CUSTOMER EXPERIENCE JOB RESPONSIBILITIES

• Respond to customer inquiries and make every effort to satisfy the caller’s inquiry and maintain a good relationship with the customer.
• Calm dissatisfied customers resolve complaints and report both the complaint and solution to the Team Leader / Customer Service Manager.
• Inform customers of all additional defects found on their accounts / links, or other work required, and gain express authority for such work, prior to commencement.
• Collate required information by conducting proactive discussions with customers to identify and prevent potential problems.
• Provide customers with product and service information
• Process orders, forms and applications
• Identify and escalate priority issues
• Answer calls and route to appropriate resource where necessary and complete call logs and reports.
• Inform customers of all related issues on their accounts or connections, which have will affect their satisfaction with the services offered such as any authorizations required, service upgrades, utilization (over utilization), expected outages or service fluctuations etc.
• Contact customers on any issues identified as concerns from JTL such as overdue accounts, compromised networks etc.
• Follow up with internal departments to ensure that all agreed transactions with customers are settled appropriately.
• Any other responsibilities as may be assigned to you from time to time.

QUALIFICATIONS FOR THE CUSTOMER EXPERIENCE EXECUTIVE ROLE

• Minimum Diploma in Marketing, Communication, Public Relations, IT/ Telecommunications or Business-related field.
• Prior experience working at a Contact Centre is highly desirable..
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills

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We are looking for an individual who is passionate about the online space and transforming user experiences with truly innovative digital products. You must be a futurist with design thinking and technical capabilities who can discern future trends and opportunities and understand how to capitalize on them. This role requires an influencer with strong leadership, project management, and communication skills.

DIGITAL PRODUCTS MANAGER RESPONSIBILITIES:

• All interactions between clients, third party vendors and internal product development teams;
• Coordinate between external vendors and internal stakeholders to ensure timely development, launch, sales and delivery of products;
• Define sales and marketing strategies to maximise customer awareness and engagement with products;
• Plan and execute go-to market launch strategies for new products and monitor, track and manage performance of product portfolio;
• P&L of the Digital products portfolio.

QUALIFICATIONS FOR THE DIGITAL PRODUCTS MANAGER ROLE:

• Bachelor’s degree in Business, Computer Science or Engineering;
• MBA is desirable;
• 3 years product management experience;
• Proven experience of working with external and internal stakeholders, outsourced vendors and development teams;
• Ability to influence multiple stakeholders without direct authority;
• Experience in developing digital products and technologies;
• Strong client relationship management capabilities;
• Strong business communication and presentation skills;
• Experience in managing multiple teams on multiple tasks in a fast paced and challenging environment;
• Proven experience in creating business models, analytics, pricing, ecommerce and business reporting;
• Proven experience in conducting research for informed decision making;
• Track record of delivering on time and meeting business targets;
• Familiarity with the current and emerging technologies especially in the digital products.