Main duties:

  • Process new activations, deactivations, service modifications and /or customer renewal requests following process and procedure.
  • Ensure the Sims and devices are sold in proper customer accounts and correct allocation of customer product and promotion.
  • Ensure all customer paperwork is completed before creating a new account and send activity to Account Managers or Customer Advisors for any missing documents.
  • To ensure the team has requisite skills and tools to do their jobs effectively and efficiently and to work closely with the support teams.
  • Monitor and advise on the performance of the quality management system, produce data and report on performance, measuring against set standards.
  • Implement measures to improve customer journey and ensure reduction of complaints because of pre and post sales inefficiencies demonstrated by agreed Key Performance Indicators.
    • Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required.
    • Ensure consolidation of Quality of Service topics, present at the weekly steering committee for corrective measures, and ensure follow up and closure.
    • Supporting Orange Money business with effective support and quality management on all customer operations.
    • Implementation of effective and timely resolution of all customer issues as per SLA agreed with customers.
    • Align with the business digital transformation project and ensure all acts, which are digital,  can be incorporated through attendance of meetings, workshops and standing steering committees.
    • Identify existing gaps within the customer journey of all portfolios’ (Hybrid, Prepaid, Post-paid) and execute through engagement with relevant stakeholders revised processes and /or projects using defined TTM /agile methodology.
    • Track, manage and provide comprehensive daily, weekly and monthly reports to Management.
    • Effective supervision and optimal utilization of team members and set quality standards and ensure they are met.
    • Transform team to more AGILE working mode and embark team on digital transformation exercise.

Required Skills:

  • Computer literacy.
  • Proficiency in oral & written communication (both in English and Local Language).
  • Analytical skills (Billing interpretation).
  • Business Orientation.
  • Customer Orientation.
  • Interpersonal skills.
  • Organizational skills.
  • Patience.
  • Time Management skills.
  • Conflict & Problem-Solving skills.

Qualifications and experience:

  • Degree in Business or related studies.
  • Experience in Sales Order Processing, Quality Management, Regulatory Compliance, Customer Service will be an added advantage.
  • 4 years work experience and  at least 2 years as a Supervisor.


Closing date: September 12, 2023