JOB VACANCIES

TANZANIA TELECOMMUNICATIONS COMPANY LIMITED

THE COMPANY OVERVIEW:

Tanzania Telecommunications Company Limited has been an operator in the Telecommunication Industry for over twenty (20) years providing both fixed and wireless Voice and Data services to various segments of customers in Tanzania. The Company invites suitable candidates wishing to be part of the evolution of TTCL and its vision to be a leading world class communications service provider in Tanzania to apply for the position mentioned herein.Aspiring candidates must be energetic, results oriented and self driven, with requisite professional qualifications and experience for job and must demonstrate effective team building spirit and ability to fit in the dynamics of competitive business environment.

Applications are invited from suitable and competent Tanzanian Professionals to apply for the following positions currently existing in the Tanzania Telecommunications Company Limited (TTCL).

Position Number: 4312000 Position 

Title: Call Centre Supervisor Positions: Two (2)Reports to: Manager Call Centre Direct Reports: Customer Care Representatives Department: Customer Service Location: Headquarter

Objective:

Effective and efficient supervision of Call Centre that translates into higher revenue and lower customer turnovers

Key Duties and Responsibilities:

1. To manage Customer Care Representatives and the daily call flow.

2. To administer call centre telephone systems (ACD/IVR/CTI/e.t.c), forecasting call volume and balance service levels and make dynamic changes as per work load demand and maintain customer database in all systems.

3. To manage Alcatel Omni PCX 4400 systems maintenance provider and provide common changes in the system functions when added.

4. Management and provisioning of performance reports and Call Centre statistics timely to the Management.

5. Ensure all inquiries and requests are attended quickly and accurately and that sales leads are forwarded.

6. Provide training on products, services, promotions and manage call centre operation data for staff forecasting.

7. To manage the interface with Dealer support and Customer Service Centre to resolve customer complaints and problems caused by incomplete information.

8. To implement, update policies and procedures in order to provide excellent services to customers.

9. Provide inputs to the Strategic Business Plan preparations process relating to Customer retention strategy.

10. Provide leadership to the workgroup by mentoring, coaching and providing technical expertise in relation to Customer Service issues.

11. Accountable for allocating tasks to the workgroup and monitoring the work performance and quality assurance.

Key Accountability:

• Existence of up to date Customer records and statistics inventory.• Smooth implementation of Company policies at the Call Centre to enhance smooth daily operations.• Accurate reports including customer reports and statistics for the effective and efficient management decisions.• Effective handling of customer queries and complaints

Key Qualification/Experience/skills:

• A Bachelor degree/Advanced Diploma in business/Computer/Telecommunication or any related field

• Must have at least Three (3) years relevant experience in Call Centre Supervision or a similar field         and be recognized as an expert

• Excellent Communication and Interpersonal skills.

• Flexible with a broad generalist understanding of modern Customer service concepts

.• Good analytical skills and data interpretations, procedures and processes with a creativity approach

.• Good computer knowledge with basic soft ware applications.

Position Number: 4301000 Position 

Title: Customer Service Executive Positions: One (1)Reports to: Head Customer Service Work Relationship: Regional Assistant Manager Commercial Department: Customer Service Location: Headquarter Date:

Objective:

In liaison with Assistant Regional Manager Commercial this job seeks to achieve TTCLs’ key objectives and targets in relation to Customer Care enhancement and retention, time to solve customer problems and requests for reduction and loss of revenue through bill adjustments are achieved for the business profitability.

Key Duties and Responsibilities:

1 Ensure that customer care strategies for each market segment is developed, Implemented and reviewed.

2 Provide inputs for Preparation of Customer Care budget within the region

3 Conduct Market Intelligence with respect to competitor Customer Care activities within the Business Unit.

4 Ensure compliance with the Key business processes such as Service provisioning, Service Assurance and Key Accounts and Revenue Assurance.

5 Ensure good internal interface with other sections aimed at serving the customers profitably

6 Develop good customer relationship, provide efficient management to them and ensure business satisfaction to them for the retention purposes. 

7 Perform regular customer audit survey, provide feedback, and then advise in order to attain business satisfaction to customers.

8 Liaise with other departments and ensure customer queries like fault clearance, business orders, products and services delivery, billing disputes and the like are timely attended and solved.

9 Always generate customer awareness by promoting TTCL products and services to the public in order to increase the customer base for business grow. 

10 To monitor and report on the daily, weekly monthly and quarterly accurate business Performance Reports that relates to customers as required and advice accordingly.

Key Accountability:

• Ensure customer satisfaction of TTCL service and products is achieved.• Business grows objectives in terms of customer base increase and profitability.• Timely customer complaints and queries attendance.• Timely neat and accurate reports 

Key Qualification/Experience/skills:

• A Bachelor Degree in Information Technology, Telecommunications, Business, or other equivalent

• 2 years experience in Customer Care• Good Communication Skills and fluent in English and Swahili• Candidate must be willing to travel to the regions of Tanzania

Remuneration:Competitive and attractive compensation and benefits package including medical and insurance cover will be offered to successful candidates.

Mode of Application:

• Application should be submitted on the Application Form accessible in TTCL website www.ttcl.co.tz 

• You are requested to follow the instructions provided in the application form. Failure to comply with the instructions may lead to disqualification of application form.

• The job reference number should be clearly indicated in the space provided on the application form

• If any difficulties when applying contact our system administrator on 022 214 2553, 022 214 2607 during working hours for assistance.

Closing date and time: On 22nd April, 2014 at 16.30 hrs