Roles and
Responsibilities:
Maintain a Companywide Customer Focus:
• Work with all departments to develop and maintain a customer-focused attitude
toward activities, concentrating on those that most strongly contribute toward
improving customer lifetime value.
• Guide and lead team members to deliver services that meet or exceed the
customer requirements.
• Assist sales team in business acquisitions, planning, and retention.
• Manage client relationships to build a reputation for excellent service and
generate repeat business.
• Assist in Company’s brand visibility and CSR campaign.
Manage Company’s
Customer Retention Management (CRM) Programme:
• As part of Company’s CRM Programme, communicate with clients on regular basis
to follow up on our services, and carry out analysis of customer feedback.
• Through CRM, find out clients who face problems with our service and
immediately liaise with Support department to resolve the problems.
• Regularly liaise with Support department to get information on clients facing
chronic problems with our service and assure them of better service.
• Follow up on every problems reported by customers to ensure complete
satisfaction and maximum utilization of the service provided to clients is
obtained.
• Build and maintain excellent customer relationship and retainership with
clients.
Reduce Clients Churn
• Identify clients who have stopped service. Find out factors that have caused
clients to leave and make efforts to get them back and reduce churn.
• Ensure all existing clients have Service Contracts.
• Ensure regular follow up for renewal of accounts of customers
• Maintain complete and accurate customer data.
Qualifications and
Attributes
• A University degree in Marketing with at least 2 years of experience in
related field
• Very good knowledge of the Internet Industry.
• Advance computer knowledge is a must.
• Excellent communication and listening skills
• The ability to explain complex information clearly and simply
• Plenty of drive, initiative and motivation
• The ability to analyze and research information
• Must have excellent interpersonal, planning and prospecting skills.
• Creative, outgoing, a quick learner and a team player
• Good report writing skills
• Should have a strong customer service ethic.
An attractive salary
package will be offered to the right candidates. Please note that the position
requires the candidates to stay in Zanzibar.
Application with detailed CVs written in the English Language should be sent
to:
Manager; Customer Relations
Zee Communications Ltd (Zanlink)
P.O. Box 4204,Zanzibar
E mail: shahz@zanlink.com
Deadline for sending
applications is 15th December 2016. Only shortlisted candidates will be
contacted.
