Head of Customer Experience at Ascentech Services Limited

Position Overview

A fast-growing telecommunications provider is seeking an experienced and strategic professional to lead its Customer Experience (CX) function. The ideal candidate must have a strong background in customer service operations within the telecom or ISP industry, with proven ability to drive customer satisfaction, service quality, and team performance.

Key Responsibilities

• Develop and execute CX strategies aligned with business goals
• Optimize the end-to-end customer journey across all service channels
• Define and track KPIs such as CSAT, NPS, and resolution time
• Lead day-to-day customer service operations
• Ensure timely resolution of enquiries and complaints
• Collaborate with technical, billing, and sales teams to resolve service issues
• Build and manage a high-performing customer service team
• Oversee recruitment, training, and performance evaluations
• Foster a culture of accountability, empathy, and excellence
• Leverage CRM tools and customer analytics to improve service delivery
• Monitor trends and generate reports on customer insights and service metrics
• Ensure adherence to telecom regulations and internal policies
• Represent the CX function in cross-functional and senior leadership meetings
• Champion the voice of the customer across the organization

Requirements

• HND/Bachelor's Degree in any relevant field (MBA is an advantage)
• Minimum of 8 years in telecom/ISP, with at least 6 years in customer care and 5 years in leadership roles
• Experience leading customer service teams (20+ staff) and managing CRM systems
• Strong knowledge of SLA monitoring, complaint resolution, and contact centre operations

Technical Skills

• CRM tools and contact centre technologies
• Excel and dashboard reporting
• Familiarity with Six Sigma or Quality Management Systems (preferred)

Compensation

• Competitive salary (negotiable)