Manager / Assistant Manager – Complaint Management and NPS

The Job

• Responsible for Complaint Management & Service Request for Airtel Sri Lanka
• Understanding Complaint trends, perform root cause analysis and fixing of issues
• Take measures to reduce the customer dissatisfactions proactively
• Coordinating with process owners and ensuring timely SLA achievement
• Monitor customer communication activities on closure of complaint / service requests
• Contact point for TRCSL & Consumer affairs on customer complaints & compliances
• Managing NPS related campaigns, handling of VOC and response analytics
• Regular performance review with partner staff & internal teams

The Person

• A Degree in Business Management or an equivalent
• MBA/Post Graduate Diploma Qualification would be an added advantage
• Over 5 years of Customer Engagement experience in telecom or similar industry
• Minimum 2 years of managerial experience
• High level of planning and execution capabilities
• Good analytical capabilities

If you are the best fit to this position, send in your CV to careers.lanka@airtel.com with the job title in the email subject heading.