Exciting Career Opportunity at Vodacom Tanzania Plc!
📌 Position: Customer Experience Specialist
📍 Location: Tanzania
🕒 Job Type: Full-Time
Role Purpose:
Are you passionate about delivering exceptional customer experiences? This is your chance to lead and transform customer service operations at Vodacom Tanzania Plc!
As a Customer Experience Specialist, you will oversee and optimize customer touchpoints, including the Call Centre, IVR, Digital Platforms, and Back Office Support. You will work closely with vendors to enhance service efficiency, drive digital transformation, and ensure an exceptional experience for all customers—all within the approved budget and contract terms.
Key Responsibilities:
✅ Lead & implement Customer Care Operations Strategy aligned with company objectives
✅ Manage vendor relationships to ensure quality service delivery and optimal resource utilization
✅ Collaborate with Channel & Product Owners to improve service performance and implement best practices
✅ Enhance customer experience by promoting digital self-care solutions and reducing service contact points
✅ Monitor and improve frontline support quality
✅ Oversee outbound operations, including customer surveys and telesales
✅ Ensure efficient resource deployment to meet KPIs and customer service standards
✅ Drive cost management initiatives while maintaining service excellence
✅ Enforce company policies on safety, health, and staff well-being
Required Qualifications & Experience:
🎓 Bachelor’s Degree in Business Administration or a related field
📌 7+ years of experience in Customer Operations, Business Analysis, or Program Management
📌 3+ years of leadership experience in customer service operations, business partner/vendor management
📌 Strong analytical, problem-solving, and reporting skills
📌 Excellent communication, leadership, and team management skills
📌 Deep understanding of global corporate operations and best practices
Why Join Vodacom Tanzania?
🌟 Be part of an innovative, customer-centric company
🌟 Opportunity to lead digital transformation in customer service
🌟 Work in a dynamic and collaborative environment
🌟 Competitive compensation & career growth opportunities
How to Apply:
📩 Click the link below to submit your application.
⏳ Application Deadline: Ongoing
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