Manager - Customer Care - Telecom

Key Responsibilities:

1. Customer Support Operations:

- Manage end-to-end customer support functions including call center, email, walk-in support, and digital channels.

- Ensure timely resolution of customer complaints, service requests, and escalations across all service verticals.

- Establish and enforce SLAs for fault resolution, provisioning, and customer communication.

2. Team Leadership & Development:

- Supervise customer care executives, team leads, and support staff.

- Conduct regular training on product knowledge (LTE, FTTH, Fibre-to-Air), customer handling, and CRM tools.

- Set performance targets and monitor productivity, quality, and adherence.

3. Service Quality & Experience:

- Drive customer satisfaction initiatives and continuous improvement programs.

- Monitor customer feedback, NPS, and complaint trends to identify systemic issues.

- Coordinate with technical and field teams to improve service delivery and fault resolution timelines.

4. Escalation & Complaint Management:

- Handle high-priority and regulatory complaints (including SLA breaches and churn-risk customers).

- Maintain escalation matrices and ensure proper documentation and closure of all cases.

- Liaise with regulatory bodies where required (e.g., NCC compliance in Nigeria).

5. Process & System Optimization:

- Develop and refine SOPs for customer onboarding, support, billing inquiries, and disconnections.

- Ensure effective use of CRM/ticketing systems for tracking and reporting.

- Recommend automation and digital tools to improve efficiency and customer experience.

6. Cross-Functional Coordination:

- Work closely with Network Operations, Sales, Billing, and Field Engineers to resolve issues.

- Provide feedback to product and technical teams on recurring service issues and customer pain points.

- Support new service rollouts with customer communication plans and readiness.

7. Reporting & Analytics:

- Prepare weekly and monthly reports on customer care KPIs.

- Analyze trends in faults, churn, response times, and service quality.

- Present insights and recommendations to senior management.

Key Performance Indicators (KPIs):

- Average Resolution Time (ART)

- First Call Resolution (FCR) rate

- Customer Satisfaction Score (CSAT) / Net Promoter Score (NPS)

- Ticket backlog and aging

- SLA compliance rate

- Churn rate linked to service issues