HEAD EXPERIENCE CENTRE (Full time)

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We are recuriting for the role of HEAD SERVICE MANAGEMENT in a telecommunication industry.

• Qualifications, Experience and Skills

  • Minimum of a first degree in Commercial, Business Administration, Economics, or other related fields.
  • Possession of MBA certification would be an added advantage.
  • Minimum of 15 years’ experience in service management in an Experience Centre or a Customer facing setup.

  Customer service, Negotiating and influencing, analysis and decision making, and management skills.

• Key Responsibilities

  • Manage the service Management team for the Experience Centre.
  • Responsible for all SLA ownership and their defense within the business.
  • Responsible for post sales Customer satisfaction.
  • Overall responsibility for all the service issues escalated by the customers.
  • Responsible for the end to end customer experience.
  • Responsible for the design and management of customer interaction to meet and exceed expectations.
  • Coordinate training needs and implement appropriate training programs for all experience Centre staff.
  • Maintains excellent relationships with customer through superior customer service.

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• negotiable

• 15 years

• 18 years

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