Our Roots Telkom Kenya was established as a telecommunications operator under the Companies Act in April 1999. We provide integrated communications solutions in Kenya with the widest range of voice and data services as well as network facilities for residential and business customers.
Reporting to: Manager, Corporate & Support
Band: 3
Department: Customer Experience
Role Purpose: To provide leadership and coaching to the team in managing churn, billing tasks and proactively engaging customers on retention campaigns of Enterprise, SME, SOHOs and Premium Mobile.
He/she will ensure that all KPIs regarding processes and systems applications as well as target SLAs are observed throughout the retention and billing management processes in order to maximize the customer experience.
Key Duties and Responsibilities
- Monitor & execute the all Churn requests and ensure they are within budget
- Contribute to the cost saving initiatives of TKL through Billing Dispute management
- Support the collection of outstanding money through the effective execution of the dunning process
- Execute the call centre activities within budget limits
- Optimize the customer experience by review of customer journeys that have an impact on retention including campaign management
- Ensure the effective management of the customer query resolution process by the team
- Supervise the Retention, Billing and Dunning tasks for accuracy to increase customer satisfaction and avoid revenue leakages
- Provide insights on retention, churn and billing tasks to relevant stakeholders to support the enhancement of product development and marketing alignment and business decision making
- Identify, recommend and implement process improvement opportunities
- Set and meet performance targets for speed, efficiency and quality
- Ensure the compliance to processes and procedures
- Chair weekly Dispute Resolution Committee Meetings with relevant stakeholders
- Oversee the internal and outsourced service provider to ensure efficient and accurate billing through relevant communication channels
- Support the related customer care activities concerning customer retention
Academic / Professional Qualifications
- Bachelor’s degree in Business, Marketing or related field from a recognized institution
- Minimum 3-5 years of experience in customer service and relationship management,
- Experience in working with Retention methodologies
- Experience in complex billing dispute management & understanding of billing management systems
- Experience in Telecommunication / ICT industries is preferred
Professional Skills:
- Management / flexibility : Experienced in managing, developing and motivating a retention team
- Team-work / collaboration : must be a strong team player with a commitment to value-based leadership
- Initiative & pro-activity : must be self-driven, energetic, resourceful, creative, and possess strong leadership skills
- Influence & persuasion : ability to project a strong, positive image of him/herself and the Company
This position is open to Kenyan citizens only.
The post Retention & Billing Team Leader at Telkom Kenya appeared first on Jobs in Kenya - http://jobwebkenya.com/.
The post Retention & Billing Team Leader at Telkom Kenya is republished from Jobs – Jobs in Kenya – http://jobwebkenya.com/
