- Entreprise : Orascom Télecom Algérie
- Fonction : Commercial, Vente, Relation client
- Secteur : Informatique, Télécom, Internet
- Lieu : Alger
JOB PURPOSE:
To institutionalize the customer experience culture in entire company by contributing to synchronize the entire value chain across the organization to deliver the right products, services and experience to the customers, as per their profiles, needs and stage of life with our company, in a way that leads to improved customer loyalty, reduced churn, sustainable ARPU enhancement and optimized allocation of resources in line with the customer value.
Custodian of Complete Customer Experience at our company, starting from pre-purchase through all life stages, across all touch points from Distribution Channels, CC, Network, BAP and Products & Services
RESPONSIBILITIES:
– Design and steer implementation of the Optimal Customer Experience across the Value Chain, working very closely with all functions within our company
– Build the CE culture in the organization,
– Design and Implement the CE Vision, CE Strategy, CE centricity for all Djezzydepartments /employees,
– Define and implement CE trainings, CE communications plans and CE HR plans,
– Define and implement CE processes
– Define and Implement the internal NPS score
Education:
– Master’s Degree in Business Administration
Related Experience:
– Seven (07) years of relevant experience in Customer relation and management
Linguistic skills:
– English, French and Arabic: written and spoken
Computer literacy:
– Should be proficient in MS Office and relevant software, Oracle (Business objects)
Basic competencies:
– Strong company vision and missions
– Should have an understanding of the Business Value Chain
– Ability to work effectively with diverse teams
– Ability to communicate with people
– Ability to manage Culture change
– Should have Human relation skill and spirit
– Team spirit and HR skill
– Able to work under stress
If you fit this profile, thank you for sending your CV by postulating the announcement.
