Self Service Executive

Airtel Malawi Plc

Why Airtel Malawi Plc?
At Airtel Malawi Plc, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Malawi Plc, is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

RESPONSIBILITIES

Self Care – IVR / BPO

  • Deploy Self-Service for Customers and Retailer on Call Centre – IVR
  •   Ensure content of the IVR matches customer needs and reasons for calls
  •   Content of IVR relevant and up to date
  • Continually improving IVR processes to enable fast access to information required
  • Report on IVR utilization
  • Manage and maintain the optimal average handling time of all customer requests on the IVR
  • Investigate improvement initiatives for the IVR
  • Scripting of Product and Services information for recording
  • Liaise with Recording Studio for recordings to be done on schedule.
  • Update the IVR selections to include new promotions, products and changes of IVR content.
  • Recommend improvements to increase utilization and usage
  • Investigate additional content requirements
  • Identify possible solutions for communicating new content, promotions on the IVR
  • Own all IVR KPI’s
  • Ensure IVR is designed to eliminating /deflecting Calls to the Agents at the BPO
  • Continually Redesign Processes with higher degree of automation enabling better experience for the Customers
  • Cover Top Call drivers at  IVR level as to  reduce calls to Agents and therfore achieving   deflection / reduction and cost optimization at BPO

Self Care – Online/ App / Web

  • Deploy Self-Service for Customers and Retailer across the channels – Online/App/Web
  • Redesign Processes with higher degree of social engagement enabling better customer experience, defect reduction and cost optimization
  • Unique Customer Penetration against REC base
  • Response Time (TAT)
  • Resolution Percentage
  • Reduction in Calls/Visits at traditional channels for specific call drivers which are managed through Social Media
  • CSAT/NPS for Social Media Channels
  • Partner Governance on Performance for BPO/Social Care Agency to drive Airtel social care agenda
  • Deliver on the Airtel Care App for Smartphones

Self Care – USSD / SMS / STK

  • Deploy Self-Service for Customers and Retailer across multiple channels –  USSD, SMS/STK
  • Redesign Processes with higher degree of automation enabling better experience for the internal users, defect reduction and cost optimization
  • Be the owner of KPIs for  USSD/SMS/STK Self-Service channels
  1. Transaction Percentage against REC base
  2. Unique Customer Penetration against REC base
  3. Revenue Generated through self-service channel
  4. Reduction in Calls/Visits at traditional channels for specific call drivers which are available on self-care
  5. CSAT/NPS for USSD/SMS/STK and Online Channel
  6. Push Retailer / Airtel Money self-service and increase adoption by the trade in collaboration with all stakeholders
  7. Support delivery of Payment Gateway solution

QUALIFICATIONS

Educational Qualifications  & Functional / Technical Skills

  • 3 years with University degree in IT related field
  • Excellent knowledge in customer experience discipline/profession
  • Able to work under high stress with short term targets and objectives
  • Able to handle, prioritize, multiple projects simultaneously
  • IT literacy

Relevant Experience (Type of experience and minimum number of years)

  • 1+ year in customer service
  • High level knowledge; applies technical expertise and has full knowledge of other related disciplines.
  •  Exhibits good level of creativity and resourcefulness. Is able to guide and transfer knowledge to his/her team
  • Planning
  • Analytical
  • Presentation skills

Other requirements (Behavioural etc.)

  • Basic knowledge in use of technical principles, theories and concept
  • Able to operate in a minimum supervision.
  • Self motivated, enthusiastic, energetic
  • Attention to detail
  • Confident, assertive
  • Approachable, customer focused
  • Good communication skills
  • Team player
  • High personal standard and goal oriented

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