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Job Title: Customer Care Relationship Manager
Location: Dar Es Salaam, Tanzania
Company Name: British American Tobacco
Salary Range: Negotiable + Benefits
Job Department: Sales & Marketing
Description
The
purpose of the role is to develop and implement the overall customer
care strategy and manage the efficient and effective delivery of the
customer care function, working with internal BAT operational teams and
external outsourced delivery partner(s). This role is responsible for
handling customer queries via a variety of channels, including social,
and creating a best-in-class customer experience. The incumbent should
be experienced in delivering great service and building relations. To
ensure delivery of levels of service and values to end customers and
play a key role in developing proactive customer care capabilities to
delight BAT customers. To deliver our brand vision by always doing what
we say we are going to do and focusing on a high-quality customer
experience. We are all about ensuring customers optimize and enjoy the
use of our products and services and increase their likelihood to
recommend. We’re redefining an industry while going through our own
digital transformation, using innovation to keep our portfolio of
products at the cutting edge. We have always been committed to
recruiting, developing, and retaining the very best people in our
business functions. As a member of our team, you’ll join an outstanding
workplace, collaborating across borders with colleagues from multiple
fields to evolve our business in one of the most dynamic phases of our
history. Our company succeeds when our people thrive. Because the growth
and well-being of our people are essential, we offer rich compensation,
benefits, services, and development programs to help employees maintain
and improve their health, wellness, and work/life balance. We empower
our employees to balance their schedules to what suits them the most and
how they are most productive.
BAT is evolving at pace – truly
like no other organization. To achieve the ambition we have set for
ourselves, we are looking for colleagues who are ready to live our ethos
every day. Come be a part of this journey!
WHAT YOU WILL BE ACCOUNTABLE FOR
- Be
the relationship manager with UCC, leading on contract revisions, and
raising of the necessary purchase order(s), reverting to BAT SLT as
needed. - Identify opportunities to continuously drive operational
efficiency in the delivery of customer care whilst continually
improving the customer experience. - Lead the development and deployment of customer reviews / satisfaction feedback and contribute to evolving the NPS requirements.
- Management of internal BAT relationships on behalf of the Customer Care function.
- Resolving customer complaints quickly and efficiently.
- Management of external relationships, including BPO(s).
- Accurate reporting of Customer Care performance.
- Accurate reporting of customer contacts.
- Research, analysis, and presentation of contact reasons.
- Monitor customer metrics and identify/implement improvements.
- Proficient and compliant to internal processes and policies.
- Team management and development.
- Business sales / revenue / churn targets.
- Actively and consistently demonstrate applicable BAT Culture initiatives and commitments.
- Some minimal travel may be necessary to support the business client relationship and/or Closing Team training.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE
- A bachelor or master’s degree in Business Administration, Computer science, Finance or Marketing or a related field.
- Specialized CRM certification with 3+ year’s hands-on experience with CRM configuration and administration
- Minimum 3 years’ experience of working in a fast-paced customer service environment with proven management skills.
- A confident communicator with excellent interpersonal skills and highly customer service focused.
- Excellent attention to detail.
- Ability to read, analyzes, and interprets general business periodicals, or government regulations.
- At least one-year prior experience in a customer service/retail/sales role.
- Ability
to write reports and business correspondence. Ability to speak
effectively before groups of customers or employees of BAT. - A
self-starter with excellent problem solving, analytical, planning, and
organizational skills with a focus on continuous improvement. - Ability to work individually and collaboratively
- A proactive and customer-first attitude
- Be capable of managing an outsourced team as part of the overall customer care team.
- Able
to remain focused and make decisions in a demanding and fast-paced
environment, escalating significant issues to mitigate risks to the
business. - Solid Project management skills, as you would be representing Customer Care on BAT initiatives.
- Professionalism and resilience, motivation and commitment.
- People management experience.
- Strong communication skills. Must be proficient in both written & verbal English.
COMPENSATION/TARGETED BONUS
- Highly Competitive salary
- Targeted Annual Bonus & BAT Premium fringe benefits
WE ARE BAT
At
BAT we are committed to our Purpose of creating A Better Tomorrow. This
is what drives our people and our passion for innovation. See what is
possible for you at BAT.
Global Top Employer with 55,000 BAT people across more than 180 markets
Brands sold in over 200 markets, made in 44 factories in 42 countries
Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
Diversity leader in the Financial Times and International Women’s Day Best Practice winner
Seal Award winner – one of 50 most sustainable companies
BELONGING, ACHIEVING, TOGETHER
Collaboration,
diversity and teamwork underpin everything we do here at BAT. We know
that collaborating with colleagues from different backgrounds is what
makes us stronger and best prepared to meet our business goals. Come
bring your difference!
Apply Method:
Interested applicants should submit their CV and Cover Letter via the apply form/button or our career email below: [email protected]
Only
shortlisted applicants are contacted for the competency-based skills
assessment and British American Tobacco virtual recruitment interview.
Deadline:
The deadline for submitting the application is 08 February 2022.
