Applications are invited from suitably qualified candidates to fill the following vacant position below:HIGH-VALUE CUSTOMER (HVC) EXPERIENCE MANAGERThe HVC Experience Manager is responsible for designing, executing, and overseeing initiatives aimed at
\nenhancing the customer experience for High Value Customers (HVCs) across the Call Centre, Service
\nCentres, and digital channels.Major Tasks and ResponsibilitiesOverseeing the customer service process for High Value Customers.Creating and managing HVC experience through the TNM Service centres.Conducting quality assurance surveys with High Value Customers.Identifying High Value Customer queries that lead to repeat calls.Facilitate the development of excellent product knowledge to enhance customer support, value addition, and revenue growth.Managing Net Promoter Score feedback for High Value Customers.Reporting on High Value Customers\u2019 interactions.Supporting roll-out of new functionality and leveraging of the Social Media Management Tool.Proactively ensuring that closed-looping is done after any such activity.Consistently reviewing and redesigning the HVC customer journey for digital channels, enabling a better experience for the users.Tracking utilization of digital channels such as the TNM APP for HVCs.Educational and professional RequirementsBachelor\u2019s degree, preferably in Information Technology or Business Administration.Hands-on experience on all Microsoft Office components, including MS Projects and MS Visio.Relevant exposure to data products and market\/industry environments.Relevant exposure to social media with hands-on experience on Facebook, Twitter, and Instagram.Experience with customer loyalty systems.Strong numeric ability.Experience in conducting surveys and research.Interested applicants are requested to submit their applications and Curriculum vitae (CV) to:The Human Resources and Administration Director
\nTelekom Networks Malawi Limited
\nLivingstone Towers
\nP.O Box 3039
\nBlantyreOREmail: vacancy@tnm.co.mwTo reach her no later than Friday, 1st August 2025.<\/p>\n
Apply Via:<\/p>\n
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