Vacancies at Airtel

Job Description

• This role of HBB Customer Experience Lead will report within Customer Experience Department. He/she will be responsible for developing and leading the customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing HBB churn.

Responsibilities

• Manage HBB & FWA base through tele-calling 
• Call new HBB customers to provide products orientation
• Call existing customers to get subscriptions and usage behavior insights and provide necessary support when required
• Collect products and other related market insights for HBB products and report to management for business turnaround
• Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.
• Produce daily Tele-calling report and share with relevant stakeholders.

Qualifications

• Business related degree with at least 2 -3 years’ work experience in Customer experience.  
• Good organizational and teamwork skills (ability to get the best out of the team)
• Resilient, self-driven and motivated 
• Excellent and effective communications skills, both orally and written
• Customer-centric with good problem-solving skills

go to method of application »

Job Description

• The role of HBB Business Analyst reports to the Head of Home Broadband. He/she will be responsible for analysing and enhancing 5G and FWA channel performance to ensure efficiency and delivery of the planned budget. The role holder will be responsible for daily channel KPIs performance reporting, stock reconciliation, attendance and channel route plans governance.

Responsibilities

• Drive implementation of channel performance KPIs visibility and daily reporting
• Provide timely and accurate periodic and ad-hoc reports to the 5G and FWA sales team and management
• Extract sales intelligence that informs, prescribes, automates, predicts, and drives actionable insights to achieve organization goals.
• Oversee commission and transport fee payment to the channel
• Cooperate with BE and marketing to ensure channels Masterfile are updated and accurately mapped for accurate reporting and commission payment process.
• Ensure department and channel process compliance.
• Continuous monitoring of actual Vs budgeted performance and budget restrictions.
• Monitor and evaluate the effectiveness of programs to achieve sales targets, revenue, and profitability targets as well as other related business objectives as assigned by line manager.

Qualifications

• Business related degree with at least 3 -5 years’ requisite work experience in Business Intelligence (BI)
• Working knowledge of big data analysis tools such as Power BI, Advanced excel, SQL
• Strong analytical skills with keen attention to detail
• Strong commercial acumen
• Good interpersonal skills to build strong collaborations within the business 
• Good planning and organization skills
• Excellent and effective communications skills, both orally and written
• Excellent time management skills