Perpetual Nduhiu

• Ensuring effective reporting and insight generation detailing customer experience on and off platform that helps guide decisions across different JUMO teams.
• Responsible for agreed service delivery to ensure optimized customer experience through effective stakeholder and touchpoint management.
• Identification and communication of any issues impacting customer experience (ie. technical, data, operational, etc.) and driving the resolution thereof.
• Monitoring the product information journey and accuracy between partner touch points and the customer to identify gaps and intervention requirements.
• Primary point of contact in-country for all direct customer engagements needed.
• Customer stakeholder relationship management between JUMO and all ecosystem partners (ie. MNO, FSP, Regulator, etc.)
• Developing strategies to minimize customer complaints and ensuring all customers complaints are resolved within SLA for Airtel Tanzania, Airtel Kenya, Airtel Uganda, Airtel Zambia, Tigo Tanzania, MTN Zambia, MTN Uganda, MTN Côte d’Ivoire, MTN Ghana.

• Assisted with day-to-day operations, working efficiently and productively with all team members..
• Paid attention to detail while completing assignments.
• Demonstrated a high level of initiative and creativity while tackling difficult tasks.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Customer Intelligence, research design consultation, surveys and testing, fieldwork logistics, and market insights.
• Support for Project Manager when integrating a new Products for MNO and FSP
• Effective customer interviewing practices.
• Troubleshooting and Root Cause Analysis.
• Customer experience insights from all customer touchpoints.
• Call listening for quality assurance and continuous improvement.

· Attending to all customer queries and providing information.

· Attending to calls and making sure all customers are served accordingly.

· Ensuring all duties assigned to me are carried out with precision.

· Conducting customer satisfaction surveys.

· Assisting is Quality surveys and audits.

· Inbound/Outbound.