HEAD CUSTOMER SERVICES

Summary This job seeks to ensure availability of high standards customer services in TTCL to achieve high levels of customer satisfaction index.
Closing Date:	Thursday, July 03, 2014
Reports To:-	Chief Marketing & Sales Officer
Duties
1. To develop, disseminate, monitor implementation and review Customer Relationship Management (CRM) guidelines, policies, processes for the smooth running of the customer services operations. 2. To initiate and implement customer services improvement training to employees to enhance effective performance and achieve customer satisfaction. 3. To liaise with sales, marketing, network, product development and IT teams to ensure timely management and resolution of customer complaints, enquiries, tariff changes etc. 4. To liaise with sales and marketing teams in the development and implementation of customer retention programs and strategies. 5. To liaise with sales and marketing teams in communicating key business information to customers 6 To ensure existence of performance capabilities (capacity building) within the department and employees are actively involved in continuous learning and development to enable TTCL meet current and anticipated human resources performance requirements. 7 To monitor and timely report to the Executive Management Team customer services issues that require immediate attention and or decisions. 8 To practice transparency and organizational culture that fosters TTCL's corporate values, accountability, and good governance at all levels of operations. 9 To provide inputs to the TTCL's corporate planning processes and develops departmental functional plans that support realization of TTCL's corporate objectives. 10 Accountable for performance of employees under the department including setting performance objectives, regular performance reviews and feedbacks, coaching and mentoring to maximize employees' job satisfaction. 11 To monitor and control costs and expenses and ensure efficient usage, management and security of company's resources under the department. 12 To implement and exercise delegated authorities and any other instructions and directives as may be issued by Executive Management from time to time.
Qualifications
1. A university degree in Business Administration/Management or equivalent qualifications from a recognized institution. 2. At least 5 years of experience in a customer service environment in a large commercial organization of which 3 years should be in a senior management position. 3. Sound knowledge of customer relations management. 4. Knowledge of telecom products and services, industry trends and general market situation. 5. Strong interpersonal and communications skill with ability to develop and sustain effective team work. 6. A strong orientation towards results, with a proven record of performance.

Deadline: (Thursday, July 03, 2014)

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