Customer Engagement Manager at AirtelTigo

Company

AirtelTigo

Location

Accra, Ghana

Employment Type

Full-Time

Job Summary

The successful candidate will join the Customer Experience Department as a Manager for Customer Engagement. Reporting to the Head of Contact Center, Quality Assurance and Experience, you will be responsible for developing activities for the AirtelTigo Premier program and other High Value Customer engagement initiatives to effectively engage and retain key customers.

This role involves leveraging the service partner ecosystem and increasing synergies across departments to deliver exceptional customer experiences.

Key Responsibilities

• Work closely with the Head of Customer Experience and other stakeholders to provide Premier and B2B customers with exceptional service
• Improve customer service experience, create an engaged customer base, and facilitate organic growth
• Support development of differentiated customer experience engagement plans for High Value Customers (Premier & B2B)
• Set clear missions and deploy strategies focused on achieving departmental objectives
• Develop service procedures, policies, and standards
• Maintain accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Promote and drive adoption of self-care services among High Value Customers (Premier & B2B)
• Organize engagement initiatives to create customer stickiness and reduce inactivity and churn
• Take ownership of customer issues and follow problems through to resolution
• Recruit, mentor, and develop customer service agents in an empowering environment that encourages excellence
• Reduce High Value Customer (Premier & B2B) pain points through effective engagement strategies
• Recruit and manage benefit partners for the AirtelTigo Premier program