Objective
Contributing to Tigo's strategic goals
Continually improving the present (and future) performance of Tigo Rwanda
Creating team spirit based on the Tigo Values
Visiting Corporate clients on a monthly basis
Inform clients about new products or services from Tigo
Ensuring customer loyalty and leading Tigo customer loyalty programs
Sharing customer feedback and insights to relevant partners
Ensuring payments by all Corporate Clients inside their portfolio
Optimizing customer contacts and up selling/cross selling
Achieve the sales objectives for the team
Participate in all training and have a knowledge of all Tigo products and services
Prepare and send the daily, weekly and monthly reports asked by Management
Manages retention policy
Contributing to Tigo's strategic goals
Continually improving the present (and future) performance of Tigo Rwanda
Creating team spirit based on the Tigo Values
Visiting Corporate clients on a monthly basis
Inform clients about new products or services from Tigo
Ensuring customer loyalty and leading Tigo customer loyalty programs
Sharing customer feedback and insights to relevant partners
Ensuring payments by all Corporate Clients inside their portfolio
Optimizing customer contacts and up selling/cross selling
Achieve the sales objectives for the team
Participate in all training and have a knowledge of all Tigo products and services
Prepare and send the daily, weekly and monthly reports asked by Management
Manages retention policy
Key Responsibilities
Core tasks & responsibilities
Teamplayer
Is responsible for an effective flow of information and keeping managers and employees well informed
Is responsible for the department to work effectively as a team by active participating in the department activities
Is responsible for own development
Monitors, identifies gaps and implements innovations
Expert
Reports on business performance
Translates organizational goals into departmental action plan in cooperation with the managers or team leaders
Ensures that departmental action plan is implemented
Is responsible for long term staff planning and optimal staff planning
Determines which resources (financial, staffing, and organization) and time schedules are required to achieve objectives
Ambassador
Contributes to Tigo's network(s) in own area of expertise
Communicates internally and assures the entire organization understands the brand value proposition
Entrepreneur/Account Maintenance REP
Responsible of providing business information for input of consumer/industry/business analysis
Responsible for becoming a consumer understanding expert together with the Consumers department managers
Defines, develops, communicates and audits customer care policies and their application
Identifies KPI application gaps for walk-in, call center and web and acts accordingly
Defines Customer Service levels
Defines, monitors and updates KPI's according to service level
Implements actions to close gaps
Coordinates cross selling and up selling implementations on a profitable manner
Consolidates, analyzes and articulate key improvements opportunities based on customer feedback and insights
Actively participates in the product pipeline
Core tasks & responsibilities
Teamplayer
Is responsible for an effective flow of information and keeping managers and employees well informed
Is responsible for the department to work effectively as a team by active participating in the department activities
Is responsible for own development
Monitors, identifies gaps and implements innovations
Expert
Reports on business performance
Translates organizational goals into departmental action plan in cooperation with the managers or team leaders
Ensures that departmental action plan is implemented
Is responsible for long term staff planning and optimal staff planning
Determines which resources (financial, staffing, and organization) and time schedules are required to achieve objectives
Ambassador
Contributes to Tigo's network(s) in own area of expertise
Communicates internally and assures the entire organization understands the brand value proposition
Entrepreneur/Account Maintenance REP
Responsible of providing business information for input of consumer/industry/business analysis
Responsible for becoming a consumer understanding expert together with the Consumers department managers
Defines, develops, communicates and audits customer care policies and their application
Identifies KPI application gaps for walk-in, call center and web and acts accordingly
Defines Customer Service levels
Defines, monitors and updates KPI's according to service level
Implements actions to close gaps
Coordinates cross selling and up selling implementations on a profitable manner
Consolidates, analyzes and articulate key improvements opportunities based on customer feedback and insights
Actively participates in the product pipeline
Position Requirements
Work & Educational background
University degree, business/service oriented
Operational experience in customer service or marketing
Work & Educational background
University degree, business/service oriented
Operational experience in customer service or marketing
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