Contribute to the cost savings target of the business including churn management.
Work with the consumer team to drive initiatives to deliver CDI/NPS at the touch points.
Lead role in customer advocacy at different decision making levels to ensure the voice of the customer is heard and understood through designing the foundational customer experience framework related to call center, retail and digital touch points
Integrate Consumer Business customer experience principles in all products and services and deliver change necessary to execute customer experience strategy.
Work with the customer experience and consumer team to drive initiatives to deliver CDI/NPS at the touch points.
Ensure the customer experience teamwork together with the products, innovations and digital teams to develop the customer centric products and services and provide strategic input on usage analysis.
Define and document the key end-to-end customer journey processes for the customers.
Develop an efficient knowledge sharing and feedback mechanism to enhance the customer life cycle management process.
Create development and training plans to close any performance gaps identified. Identify training needs and ensure staff is trained to fill gaps in liaison with HR teams.
Ensure a thorough understanding of the Telkom products and services, policies and procedures to ensure a consistent delivery of messages to the customer and partners.
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