REPORTS TO: Head of Service Quality
OBJECTIVES OF THE JOB
• Continuously engage, measure, monitor and report on the BTC’s relevance and con
formance to customer expectations and preferences in terms of touchpoint service
delivery, product performance and communication needs.
• To lead customer advocacy through implementing strategic and high impact
initiatives that transform and influence staff members’ “mind set and attitude”
towards customer centricity.
• To develop and maintain up to date customer journey maps for service delivery
processes across all touchpoints.
QUALIFICATION
Degree in Business Administration, Engineering or equivalent.
EXPERIENCE
Six (6) years’ professional experience in the customer service and field services area.
Experience of Telecommunications Sales will be an added advantage.
PROFESSIONAL CERTIFICATION
Customer Experience Management Certification.
Membership of a relevant professional association will be an added advantage.