Botswana Telecommunications Corporation Limited,General Manager Customer Care Jobs in Botswana

Overview
of role

This is an opportunity to work in the leading edge of business in the
fast moving environment of telecommunications. Rapid changes, increased
competition, enormous technological advancement matched by equivalent business
opportunity are all part of Botswana Telecommunicatio
ns Corporation Limited’s
(BTC) current reality. Your role is to look after the customer
experience part in order to satisfy continually emerging customers’
expectations and demands.

Job
description

To initiate, direct and successfully implement
BTCL’s customer service activities within an agreed framework, meeting
targets for return on investment, profitability and end to end customer
satisfaction.
To contribute to the effective strategic and
operational management of BTCL as part of the Executive Committee.
Initiate and implement a viable Customer
Service strategy which supports the business strategy for profitability,
customer satisfaction and fixed-mobile convergence at BTCL.
Lead and explain the customer service strategy
to the BTCL team and key stakeholders to effectively apply the Customer
Service strategy, ensuring alignment to the business strategy to drive
operational management.
Build quality processes to implement business
strategy and ensure operational effectiveness on a day-to-day basis in all
the BTCL customer touchpoints. Plan and manage systems integration for
effective customer service delivery.
Develop and implement strategies for systems
integration in support of the fixed-mobile strategy, including CRM and
integrated billing systems to achieve exceptional Customer Experience for
BTCL.
Use relevant metrics and measures to routinely
monitor progress against target and take appropriate managerial action to
ensure targets are met or exceeded in all the BTCL touchpoints, fulfilment
and assurance.
Represent and promoting BTCL Customer Care
interests in national or international forums.
Ensure full compliance with regulatory, legal
and commercial requirements
Manage investors’ expectations through
relevant investor briefings, agreeing annual performance targets and
meeting agreed targets.
Maintain effective working relationships with
Government, suppliers, regulatory and international authorities ensuring
that the BTCL position is well represented and fully understood.

Requirements,
Education and Experience

Degree in business administration or
equivalent.
10 year’s professional experience in the field
of customer service.
3 year’s relevant experience in managing a
successful customer services division in an emerging market environment.
Masters degree and membership of a relevant
professional association will be an added advantage