Airtel Tanzania PLC wishes to recruit for a Business Simulation Coordinator. The role reports to the Contact Experience Manager in Customer...
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Position: Business Simulation Coordinator At Airtel
Company: Airtel
About Business Simulation Coordinator Job
Airtel Tanzania PLC wishes to recruit for a Business Simulation Coordinator. The role reports to the Contact Experience Manager in Customer Experience Department.
He/She will be responsible for Overall checking of existing product performance, simulate from Customer Points of view and suggest/Provide recommendation for product improvement. Knowledge base for new products and Validation of product functionality, billing and Quality assurance before launch.
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The Role Holder duties will include but not limited to:
1. Quality Product and service and reduction of repetitive customers’ complaints.
⦁ Attending and participating Pre meeting in new product development (Product/service) session and Simulation of the Product before its launch
⦁ Establish /Recommend on alternative ways of product management and functionalities before launch and look for permanent solution to fix product issue.
⦁ Analysis of Top Complaints issues from customers and establish possible way of reducing and fixing them in General
⦁ Establish /Preparing Monthly/Quarterly/Year Simulation calendar Plan for product and Service and follow up for existing product and service simulation
⦁ Suggest ways to improve quality of our products and services
2. Effective communication on Product /service and system consistency check.
⦁ Preparing Simulation Summary report of all new and existing product and services before its launch and give product visibility to line manager for approval.
⦁ Product communication/Briefing in all customer care units and External Business Partners (Airtel Dealers and Agents/sells points) about new product information
⦁ Communicating on all of the issues observed on Product and service Simulation to all concerned department and Management through simulation report
3. Customer Satisfaction.
⦁ Simulation and Testing of all products and services before they are launched
⦁ Simulation and testing of all existing products and services in the markets from customer point of view and compared to others competitors and provide feedback to the management for product improvement or changes so as to improve to Customer Experience
⦁ Making sure that products are user friendly and satisfy customers in term of usage, Enrolment and de -enrollment methods and stability.
⦁ Fixing of all the identified issues on simulation report in collaboration with other Departments
Academic and Qualifications and Experience:
⦁ University Degree in Information Technology,
⦁ Database knowledge (SQL, MYSQL)
⦁ Proficient with Ms Excel & MS Access
⦁ Minimum of 3-4 years of experience working in Customer Service preferably in telecommunication Industry.
⦁ Should be able to do risk analysis and document the business requirements and formulate the business processes
⦁ Good understanding of data models and various IT platforms/solutions
⦁ Project management and planning skills
Competencies and Behavior:
⦁ Able to operate in a performance driven organization
⦁ Good organizational and teamwork skills
⦁ Self-motivated, enthusiastic, energetic
⦁ Attention to detail
⦁ Confident, assertive with good negotiation skills
⦁ Excellent time Management Skills
⦁ Customer-centric
Mode of Application:
Interested and qualified candidates are invited to apply for the role by sending an application letter and CV to [email protected] . State the name of the vacancy as your subject. The deadline for the Application is 5:00 PM on 25th April 2022
Only shortlisted candidates will be contacted.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of, among others, their race, disability, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need.
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