Service Recovery Officer

Tanzania, United Republic of Tanzania, Dar es Salaam, TZ

Why Airtel Africa?

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you. We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. By choosing Airtel, you choose to be part of a winning team.

All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa. Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

• Request and Complaint Resolution: Timely resolution of all customer complaints and requests, increasing call resolution and reducing referrals to the back office.
• Implement a monitoring and review framework for complaint management.
• Introduce a process highlighting unresolved critical complaints (cases outside SLA).
• Coordinate with query resolution & complaint unit for root-cause analysis on unresolved queries.
• Create an effective service recovery and quality of resolution.
• Conduct periodic reviews of all service level agreements to identify process improvements.

Online Resolutions

• Ensure timely responses for cases raised through Helpdesk Email.

Username Management

• Implement a monitoring and review framework for user management at call centers (New, Attired, Deleted, Modified).
• Manage system user creation/deletion/modification as per approved forms.

Regulatory Compliance

• Ensure compliance with all regulatory norms to avoid penalties or backlash from the regulator.
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RACE and Waiver Adjustment Compliance

• Timely response to incidents reported/raised by RACE. Ensure waiver and manual adjustments are done as per approved DOA.
• Prepare summary of cases for approval, ensuring signed off is done according to the approved DOA.

CX System Monitoring

• Monitor downtimes of all systems and applications used by the call center. Engage system/application owners for proactive resolution.
• Inform communication manager about any downtime for stakeholder communication.
• Maintain a daily tracker on all downtimes with reasons.

Complaint Management

• RCA on top call triggers relating to GSM & Airtel Money services. Cases logged at SV should be monitored and closed within SLA.

Qualifications

Educational Qualifications & Functional/Technical Skills:

• Diploma/Advanced Diploma in Business Administration, Marketing or Equivalent.
• Advanced MS Excel, Access, Word and PowerPoint experience.

Relevant Experience (Type of experience and minimum number of years):

• Ability to analyze business requirements, design and implement solutions.
• Excellent knowledge in customer requirements and behavior.
• Able to work under pressure and tight deadlines. IT literacy.

Other Requirements:

• Able to handle, prioritize multiple projects simultaneously.
• Excellent with MS Office products, business awareness, strong analytical skills, problem-solving skills, excellent negotiating skills, high personal standards, and goal orientation. Excellent interpersonal skills.
• Good knowledge of customer service, performance standards, procedures, practices, and Airtel products/services.