Latest Vacancies at Telkom Kenya

Reporting to: Manager, Corporate & Support

Band: 3

Department: Customer Experience

Role Purpose: To provide leadership and coaching to the team in managing churn, billing tasks and proactively engaging customers on retention campaigns of Enterprise, SME, SOHOs and Premium Mobile.

He/she will ensure that all KPIs regarding processes and systems applications as well as target SLAs are observed throughout the retention and billing management processes in order to maximize the customer experience.

Key Duties and Responsibilities

• Monitor & execute the all Churn requests and ensure they are within budget
• Contribute to the cost saving initiatives of TKL through Billing Dispute management
• Support the collection of outstanding money through the effective execution of the dunning process
• Execute the call centre activities within budget limits
• Optimize the customer experience by review of customer journeys that have an impact on retention including campaign management
• Ensure the effective management of the customer query resolution process by the team
• Supervise the Retention, Billing and Dunning tasks for accuracy to increase customer satisfaction and avoid revenue leakages
• Provide insights on retention, churn and billing tasks to relevant stakeholders to support the enhancement of product development and marketing alignment and business decision making
• Identify, recommend and implement process improvement opportunities
• Set and meet performance targets for speed, efficiency and quality
• Ensure the compliance to processes and procedures
• Chair weekly Dispute Resolution Committee Meetings with relevant stakeholders
• Oversee the internal and outsourced service provider to ensure efficient and accurate billing through relevant communication channels
• Support the related customer care activities concerning customer retention

Academic / Professional Qualifications

• Bachelor’s degree in Business, Marketing or related field from a recognized institution
• Minimum 3-5 years of experience in customer service and relationship management,
• Experience in working with Retention methodologies
• Experience in complex billing dispute management & understanding of billing management systems
• Experience in Telecommunication / ICT industries is preferred

Professional Skills:

• Management / flexibility : Experienced in managing, developing and motivating a retention team
• Team-work / collaboration : must be a strong team player with a commitment to value-based leadership
• Initiative & pro-activity : must be self-driven, energetic, resourceful, creative, and possess strong leadership skills
• Influence & persuasion : ability to project a strong, positive image of him/herself and the Company

This position is open to Kenyan citizens only.

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No of Positions: 2 Positions

Regions: Eastern and Nyanza

Reporting to: Head of Sales & Distribution

Band: 4.1

Department: Mobile Sales

Rose purpose

Driving the Sales & Distribution of Telkom products & services (SIMs, Airtime, Tkash, Devices) within the region in a profitable manner via:

• Management of Channel Partners with respect to targets, operations, infrastructure and ROI;
• Effective management of the region’s core Sales Force: Area Sales Managers, Trade Development Reps & Trade Marketing Team;
• Leading Site-based initiatives & POP engagement (to ensure outstanding brand presence & optimization of the Telkom Network); &
• Providing an oversight role for the COCO (Company Owned-Company Operated) Telkom shops in the region.

Key Duties and Responsibilities

• To achieve the Sales (Revenue) targets of the region.
• To achieve Customer Base targets via acquisition drives & supporting HQ-led Trade Marketing & Brand Activities.
• To achieve Site Profitability targets within the region via Site-based activities & programs.
• To prepare & implement the Infrastructure blue print for the region to ensure full market coverage.
• To undertake Channel Partner Relationship management to ensure sustainable business practices and profitability (ROI).
• To oversee and drive the people capability agenda across all levels – TKL staff (Field & Retail), Third Party Staff and Partner Staff.
• To ensure customer expectations regarding standard of services & product knowledge are met, both in TKL Stores & in Partners stores
• To monitor the activities of competition and to prepare counter action plans.
• To build interfaces & relations with other departments to drive overall Telkom agenda in the region: Finance, Logistics, Marketing

Academic / Professional Qualifications

• Bachelor’s degree in Business, Marketing or related field from a recognized institution
• Minimum 7-10 years of experience in sales, distribution and customer service and relationship management, including 2-3 years in a similar position
• Experience in Telecommunication / ICT industries and good understanding of these services and solutions are preferred

Professional Skills:

• Sales skills: ability to build good customer relationships at all levels
• Management / flexibility : Experienced in managing, developing and motivating a sales team
• Team-work / collaboration : must be a strong team player with a commitment to value-based leadership
• Initiative & pro-activity : must be self-driven, energetic, resourceful, creative, and possess strong leadership skills
• Influence & persuasion : ability to project a strong, positive image of him/herself and the Company

This position is open to Kenyan citizens only.