Job - HEAD OF CUSTOMER EXPERIENCE
$6,000 USD HEAD OF CUSTOMER EXPERIENCE
Renewable Energy, Arusha, Tanzania

A very exciting opportunity !!!!Our client is looking for a "hands on systems person" who can actually document processes, design frameworks and make the implementation of the customer service strategy. Initial CVs have been shortlisted and sent to client. If you are a candidate who feel you have the right qualifications I encourage you to apply. Please consider that if you are currently in Dar...this post is for candidates willing to relocate to Arusha.

Position Published
11 Dec 2018
Position Updated
12 Dec 2018
Applications Invited
158 Applications
Talent Search
In Progress
Shortlist In Progress
7 Shortlisted
Interviews Pending
0 Interviewed
Job Offer Pending
45% Complete
45%
11 Dec
22522
Applications Invited
Search In Progress
Shortlist In Progress
Interviews Pending
Job Offer Pending
158 Applications
7 Candidates Shortlisted
0 Candidates Interviewed
45% Complete
Job Specification
Reporting Structure
Reporting To
General Manager, Tanzania
Supervision Of
Customer Service Team
Interacts With
Entire team
Job Description
Study the current after sales network in the area defined
Formulate and implement the after sales service strategy that it truly distinctive and in line with business objectives
Hire people with the right skillset to implement the plans
Develop KPI's for self and team and ensure adherence to the same
Build online data for all the after sales activities and develop and implement the after sales service manual
Develop and implement the warranty guidelines
Ensure that the KPI's of the trade partners are agreed and met consistently
Manage all supporting processes such as complaint management, call center to service partner interaction
Study the existing quality activities and suggest improvements to ensure faster and more accurate feedback
Work with the peers to ensure a good collaborative work environment
Gather industry best practices and benchmarks so as to apply "best-in-class" processes
Own consumer delight and satisfaction through consumer-centric approach
Plan the spare part inventory across Tanzania and ensure correct spare parts logistics flow, and inventory levels across Tanzania
Ensure that defective parts' return process is up and running.
Ensure audit compliance of overall warranty service operation
Candidate Specification
Experience
6 years
Education Level
Degree
Qualifications
Progressive customer service function in Consumer durables, FMCG sector, Appliances, telecom sector etc
Software
MS Office Tools (Ability to use technology and analysis tools (Excel, Outlook, web, databases))
Equipment
Industry Related
Knowledge Of
Proven record of application of following competencies : Planning and Organizing, Negotiation skills , Effective Communication, Problem Solving and Decision-Making, Strategic Thinking, Analytical Skills
Skills To
Has 3-5 years of hands on functions like managing call center, administration service operations network and managing customer care and quality systems
Ability To
understand and apply market intelligence to sales strategy for customer retention processes
Personality
Academic Excellence and Business Degree will be essential,high level of financial and business acumen
Other
Executive presence to influence senior decision-makers,able to travel within Region regularly
Organisation
Industry
Renewable Energy
Culture
Multi Cultural
Gender Profile
Mixed
Age Profile
Any years of age
Terms And Conditions
Employment
Permanent
Location
Arusha, Tanzania
Remuneration
Between $4,500 and $6,000 USD
This job is closed from applications.
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