Why Airtel Africa?

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Request and Complaint Resolution

• Timely resolution to all customer complaints and requests hence increase on call resolution and reduce the number of referrals to the back office
• Implement a monitoring and review framework to track performance on complaint management
• Introduce a process that highlights top critical unresolved complaints and requests (cases outside SLA)
• Coordinate with query resolution & complaint unit and all process owners to conduct root-cause analysis for identified unresolved queries
• Proactively ensuring close looping is done after any such activity
• Create an effective service recovery and quality of resolution
• Conduct periodic reviews of all service level agreements to identify possible process improvements

Online Resolutions

• Ensure timely responses and resolution is done for all cases raised through Helpdesk Email

Username Management

• Implement a monitoring and review framework for users created at call center (New, Attired, Deleted, Modified)
• Manage system user creation/deletion/modification as per the approved forms

Regulatory Compliance

• Ensure all regulatory norms are compiled to, and there is no exposure to the organisation in regard to any penalty or backlash from the regulator.

RACE and Waiver adjustment compliance

• All incidents reported/raised by RACE are responded timely
• Ensure waiver and manual adjustments are done as per the approved DOA
• Preparing summary of cases for approval and ensure signed off is done as per the approved DOA

CX System monitoring

• Monitor downtimes of all systems and applications used by the call Centre and proactively engage respective system/application owners to ensure above 99% uptime and thus secure positive customer experience
• Inform communication manager on any system/application downtime for onward communication to stakeholders
• Ensure there is a daily tracker on all daily downtimes along with reason

Complaint management

• RCA on top call triggers relating to GSM & Airtel Money services.
• Cases logged at SV
• Ensuring daily monitoring of all cases logged in SV are close within SLA

Qualifications

Educational Qualifications & Functional/Technical Skills

• Diploma /Advanced diploma in Business Administration, Marketing or Equivalent.
• Advanced MS Excel, Access, Word and PowerPoint experience.

Relevant Experience (Type of experience and minimum number of years)

• Ability to analyze business requirements, design and implement solutions
• Excellent knowledge in customer requirements and behavior
• Able to work under Pressure and tight deadlines
• IT literacy
• Excellent in English and Swahili

Other requirements (Behavioral etc.)

• Able to handle, prioritize, multiple projects simultaneously
• Abel to operate in a performance driven organization
• Excellent with MS Office products
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills
• Good knowledge of customer service, customer service performance standards, procedures and practice
• Knowledge on Airtel products and services

• Timely resolution to all customer complaints and requests hence increase on call resolution and reduce the number of referrals to the back office
• Implement a monitoring and review framework to track performance on complaint management
• Introduce a process that highlights top critical unresolved complaints and requests (cases outside SLA)
• Coordinate with query resolution & complaint unit and all process owners to conduct root-cause analysis for identified unresolved queries
• Proactively ensuring close looping is done after any such activity
• Create an effective service recovery and quality of resolution
• Conduct periodic reviews of all service level agreements to identify possible process improvements
• Ensure timely responses and resolution is done for all cases raised through Helpdesk Email
• Implement a monitoring and review framework for users created at call center (New, Attired, Deleted, Modified)
• Manage system user creation/deletion/modification as per the approved forms
• Ensure all regulatory norms are compiled to, and there is no exposure to the organisation in regard to any penalty or backlash from the regulator.
• All incidents reported/raised by RACE are responded timely
• Ensure waiver and manual adjustments are done as per the approved DOA
• Preparing summary of cases for approval and ensure signed off is done as per the approved DOA
• Monitor downtimes of all systems and applications used by the call Centre and proactively engage respective system/application owners to ensure above 99% uptime and thus secure positive customer experience
• Inform communication manager on any system/application downtime for onward communication to stakeholders
• Ensure there is a daily tracker on all daily downtimes along with reason
• RCA on top call triggers relating to GSM & Airtel Money services.
• Ensuring daily monitoring of all cases logged in SV are close within SLA

• Advanced MS Excel, Access, Word and PowerPoint experience.
• Ability to analyze business requirements, design and implement solutions
• Excellent knowledge in customer requirements and behavior
• Able to work under Pressure and tight deadlines
• IT literacy
• Excellent in English and Swahili
• Able to handle, prioritize, multiple projects simultaneously
• Abel to operate in a performance driven organization
• Excellent with MS Office products
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills
• Good knowledge of customer service, customer service performance standards, procedures and practice
• Knowledge on Airtel products and services

• Diploma /Advanced diploma in Business Administration, Marketing or Equivalent.
• Advanced MS Excel, Access, Word and PowerPoint experience.
• Ability to analyze business requirements, design and implement solutions
• Excellent knowledge in customer requirements and behavior
• Able to work under Pressure and tight deadlines
• IT literacy
• Excellent in English and Swahili
• Able to handle, prioritize, multiple projects simultaneously
• Abel to operate in a performance driven organization
• Excellent with MS Office products
• Business awareness, strong analytical skills and problem-solving skills, excellent negotiating skills, high personal standards and goal oriented, excellent interpersonal skills
• Good knowledge of customer service, customer service performance standards, procedures and practice
• Knowledge on Airtel products and services