Careers Manager / Assistant Manager – Complaint Management and NPS

Manager / Assistant Manager – Complaint Management and NPS

Airtel Lanka

Colombo
Closing Date : 10/06/2022

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.

Submit your resume/CV

If you think you have what it takes to be part of Team Airtel, submit your Resume/CV by filling in the below form: