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Manager: Digital Support and Self Service
Vodacom Tanzania
Job Description
Role purpose:
- Define and own support functionality of Online and Self Service touch points (including but not limited to App, USSD, IVR and Live chat)
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Manage the Online and Self Service channels as a means to deflect calls to the Call Centre.
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Enhance the assisted support functionality through the use of chatbots.
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Develop and execute the Digital Support roadmap in line with the company roadmap to optimize customer experience and associated cost savings.
- Be transformational and lead the change required to execute a solid Digital Care Strategy.
Key accountabilities and decision ownershipnafasi za kazi
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Implementation of all approved touch points and self-service as per approved road. Increase adoption and usage of all developed channels.
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Improve customer experience through deep understanding of customer needs/insights as well as competitive analysis for continued development of the services and touch points to ensure market leadership.
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Implement a robust reporting framework for performance tracking and improvement recommendations.
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Collaborate with all key stakeholders, specifically with IT and key suppliers where required.
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Drive innovation and change within the digital space. Take deep interest in new technologies and emerging global service delivery trends.