Location: Tanzania

Overview
Wananchi Group Tanzania Limited is part of the Wananchi Group and one of Eastern African leading internet, data, TV services, and multimedia communication solutions providers. We are looking for a Customer Service Team Leader DTH, who will work independently to provide professional and focused customer service both internally and externally. He/She will be reporting to the Head of Sales and Retention Manager.

Customer Service Team Leader DTH will be responsible for:

• Leading a team in design, implementation, and execution strategies that manage customer touchpoints activation/onboarding service support, to improve subscriber, payment channels and posting, retention processes, and exposure to customer retention and revenue risks;
• Manage service support for ZUKU TV Tanzania base and resource in line with KPIs
• Achieve budgeted financial goals in the key ajira customer retention KPIs.
• Drive customer-centric analysis of customer base and market information
• Point of referral for after-sales, retention strategy, and escalations
• Provide a report on customer management operations and performance

Qualifications

• Minimum of Diploma or Bachelor Degree in Business Administration
• 4 years of Customer service experience in business development. CS certification is an added advantage.