Exciting Job Opportunity: Field Retention Team Leader – Fiber
Wananchi Cable Tanzania Limited, a key player in Eastern Africa’s internet service industry, is seeking a highly motivated Field Retention Team Leader – Fiber. This role requires an individual who can work independently to provide exceptional customer service while ensuring customer retention and satisfaction. The selected candidate will report to the Customer Experience Manager – Fiber.
Position: Field Retention Team Leader – Fiber
📍 Location: Tanzania
📄 Employment Type: Full-Time
📊 Reporting To: Customer Experience Manager – Fiber
Key Responsibilities
✔ Team Oversight – Ensure assigned executives are present and performing effectively in designated locations.
✔ Customer Issue Resolution – Address service issues and account queries on-site or escalate to the relevant team, ensuring resolution within 2 hours.
✔ Performance Reporting – Submit weekly and monthly performance reports, including:
- Voice of Customer (VOC) insights
- Market intelligence
- Recommendations for improvement
- Reports to be shared with Country Manager & Customer Experience Director.
Required Qualifications & Experience
🎓 Education & Certification:
- Diploma or Bachelor’s Degree in Business Administration, ICT, or Public Relations.
- CS Certification (Customer Service Certification) is an added advantage.
📌 Experience:
- Proven experience in customer retention and churn management within the telecom/ICT industry.
- Hands-on experience in customer lifecycle management.
📊 Skills & Competencies:
- Strong verbal communication skills, including proper grammar and professional tone.
- Ability to analyze customer behavior and implement strategies for retention.
- Problem-solving mindset with quick escalation and resolution capabilities.
How to Apply
📩 Send your application to: recruitment@simbanet.co.tz
📅 Application Deadline: 21st March 2025
Join Wananchi Cable Tanzania and play a crucial role in ensuring customer satisfaction, loyalty, and business growth! 🚀
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