Senior Engineer, Customer Experience
6d ago
source : BetaJob

Job Summary

Handling customer complaints, support activities to improve customer experience management and reduce churn.

Principal Functions

Complaints demarcation

Resolution of customer experience complaints

Ensuring first call resolution of customer complaints

Key Quality Indicators (KQI) monitoring

Handling proactive customer-centric network performance improvement

Predictive maintenance using data analytics to improve customer experience

Tracking and improving Average handling time (AHT), Mean time to demarcate (MTD), time to recovery (TTR) for customer / subscriber incidents

Customer insight and VIP monitoring

Creation and generation of applicable CEM dashboards

Generation of customer complaints handling report

Perform other duties as assigned by the Head, NOC & BSS

Educational Requirements

First Degree or equivalent in Electrical or Computer Engineering or relevant discipline

Four (4) to six (6) years post NYSC work experience

RF optimization experience

Experience, Skills & Competencies

Knowledge :

Network availability and capacity management

Network administration

Network operations and maintenance

Radio Frequency coverage and capacity optimization

Network key performance indicator analysis

Skills : Communication

Behavior :

Passion for Excellence

Customer Focus.

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