Main roles and responsibilities : - To manage the customer lifecycle throughout the entire customer journey. - Provide inputs to develop and implement customer retention programs and operations, - Plan and implement recommendations on the efficient and effective flow of information and data to address customers and our partners’ complaints and requests by communicating - Develop guidelines related to customer experience and customer/partner complaint management- Preparation of the credit policy and credit management processes. - Investigate customer and business complaints regarding billing issues, over-charging, incorrect billing etc. within predefined SLA’s- Team development, monitoring, and coaching. Ensuring key metrics are met; managing complaint escalation to completion- Implementation of staff policies, adhering to the rules & regulations- Preparation of reports to the related department where required - Works together with Team Leaders to deliver an excellent, consistent and high-standard of customer engagement - Ensuring the overall productivity and efficiency targets are met and maintained time and again
Required Professional Competencies:• Experience in Customer Life Cycle Management with large-scale telecom/broadband operators• Good Experience and knowledge of contact center technologies, CRM implementation, LTE & WiMAX environment & operations• Effective verbal/written communication skills, Fluent in Burmese and English• In-depth knowledge of customer care processes, Customer lifecycle management & service delivery• Continuously review results with the objective of improvement. Should be able to work independently with an ability to handle a diverse team of different layers• High level of diplomacy, tenacity, and focus is required• Working relationship with Marketing & Sales personnel, all externally assigned department resources and members of the Executive committee approving new product initiatives• Must be able to communicate effectively with IT and Technical• At least 5 years in Customer Services managing customer life cycle• University Degree essential and have related Diploma is preferableDesired Skills• Contact Center System Training p• Trouble Ticket Management• LTE Network & Attributes• Customer Service Soft Skills• Problem Solving• Dealing with Difficult People• Coaching for Results• Management Skill
* Bonuses * Travel allowances
* Make a difference * Join the challenging team
- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques
Venari is a Yangon based executive search company, managed by a team of internationally experienced recruitment specialists. The company’s sole aim is to introduce well researched and most importantly, appropriate, human capital to our client’s businesses. Our aim is to deeply understand both the needs of our clients and the ability of our candidates and match the two in a wholly mutually beneficial way.