Customer Engagement Manager at AirtelTigo

Job Summary

The successful candidate will join as a Manager for Customer Engagement in the Customer Experience Department. This role reports to the Head of Contact Center, Quality Assurance and Experience and is responsible for developing activities for the AirtelTigo Premier program and other High Value Customer engagement initiatives. The position involves leveraging the service partner ecosystem and increasing synergies across departments to effectively engage High Value Customers.

Key Responsibilities

• Work closely with the Head of Customer Experience and other stakeholders to provide Premier and B2B customers with exceptional customer experience
• Improve customer service experience, create an engaged customer base, and facilitate organic growth
• Support development of a differentiated customer experience engagement plan for High Value Customers (Premier & B2B)
• Set clear mission statements and deploy strategies focused on achieving organizational objectives
• Develop service procedures, policies, and standards
• Keep accurate records and document customer service actions and discussions
• Analyze statistics and compile accurate reports
• Promote and support adoption of self-care solutions by High Value Customers (Premier & B2B)
• Organize engagement initiatives to create customer loyalty and reduce inactivity and churn
• Take ownership of customer issues and follow problems through to resolution
• Recruit, mentor, and develop customer service agents while nurturing an environment where they can excel through encouragement and empowerment
• Reduce High Value Customer (Premier & B2B) pain points through effective engagement strategies
• Recruit benefit partners for the AirtelTigo Premier program

Position Details

• Company: AirtelTigo
• Location: Accra, Ghana
• Job Type: Full-Time
• Category: IT/Telecom