GENERAL MANAGER CUSTOMER CARE WANTED AT BTC

This is an opportunity to work in the leading edge of business in the fast moving environment of telecommunications. Rapid changes, increased competition, enormous technological advancement matched by equivalent business opportunity are all part of Botswana Telecommunications Corporation Limited’s (BTC) current reality. Your role is to look after the customer experience part in order to satisfy continually emerging customers’ expectations and demands.

Job description

To initiate, direct and successfully implement BTCL’s customer service activities within an agreed framework, meeting targets for return on investment, profitability and end to end customer satisfaction.
To contribute to the effective strategic and operational management of BTCL as part of the Executive Committee.
Initiate and implement a viable Customer Service strategy which supports the business strategy for profitability, customer satisfaction and fixed-mobile convergence at BTCL.
Lead and explain the customer service strategy to the BTCL team and key stakeholders to effectively apply the Customer Service strategy, ensuring alignment to the business strategy to drive operational management.
Build quality processes to implement business strategy and ensure operational effectiveness on a day-to-day basis in all the BTCL customer touchpoints. Plan and manage systems integration for effective customer service delivery.
Develop and implement strategies for systems integration in support of the fixed-mobile strategy, including CRM and integrated billing systems to achieve exceptional Customer Experience for BTCL.
Use relevant metrics and measures to routinely monitor progress against target and take appropriate managerial action to ensure targets are met or exceeded in all the BTCL touchpoints, fulfilment and assurance.
Represent and promoting BTCL Customer Care interests in national or international forums.
Ensure full compliance with regulatory, legal and commercial requirements
Manage investors’ expectations through relevant investor briefings, agreeing annual performance targets and meeting agreed targets.
Maintain effective working relationships with Government, suppliers, regulatory and international authorities ensuring that the BTCL position is well represented and fully understood.

Requirements, Education and Experience

Degree in business administration or equivalent.
10 year’s professional experience in the field of customer service.
3 year’s relevant experience in managing a successful customer services division in an emerging market environment.
Masters degree and membership of a relevant professional association will be an added advantage