Jobs in the Telecommunication Industry

1. CUSTOMER SERVICE MANAGERS - Ref.No: 14

JOB PROFILE

• Plan, design, develop and implement 2nd level customer service support and programs that create the visibility of and accord priority to corporate customers of Telkom Kenya with a view to increasing their lifetime value and profitability.
• Provide dynamic leadership and relevant training to team members and coach them to meet and exceed planned targets consistently.
• Responsible for the development and implementation of actions plans rendering 2nd level customer care support to corporate customers of Telkom Kenya.
• Liaise with Customer Service to create a dedicated Corporate Customers Helpdesk and team at the Call Centre, specify, document and implement the business requirements and processes necessary to create the visibility of Corporate Customers in the National Call Centre and specify and monitor actions to be done by Customer Care agents to meet the objectives of Corporate Sales.
• Liaise with Customer Service to document and escalate back office processes and issues touching service delivery to the respective Quota Bearing Sales functional units of the Business Market and Wholesale Department and ensure their timely resolution within SLA agreements
• Implement Corporate Customer care strategy, planning and policy in consultation with top management

PERSONAL PROFILE

• 1st degree in Business Management or equivalent qualification, in Telecommunications and/or any other equivalent qualification from a recognized institution.
• A Masters degree and/or a diploma in telecommunications and/or an acceptable qualification from a recognized institution in a technical field would be an added advantage.
• 5-10 years experience in Telecommunication industry of which three (3) years must have been at management level of a busy Customer Service or Marketing or Call Centre and/or technical installation and maintenance of CPE or closely related work environments.
• Knowledge of proficiency in Computer applications, especially in the MS Office applications like Excel and Ms Word.
• Analytical skills, Interpersonal skill leadership skills; Negotiation skills, Good Communication and presentation skill
• Visibility of Corporate Clients in the Telkom Contact centre and rate of case resolution.
• Personal responsibility, accountability & Management of change, leadership and people management; team work and interpersonal skills; service orientation & result-oriented

2. FIELD CO-ORDINATION MANAGERS Ref: No: 15

JOB PROFILE

• To provide logistical support to 1st line Corporate Sales Managers (Key Account Managers, Territory Accounts Managers & Whole Sale Managers) to assess and match the companys resources (infrastructure availability, capacity) to its Corporate Customers Requirements (applications for various services) and track and escalate service delivery within acceptable Service Level agreements (SLAs).
• Provide dynamic leadership, relevant training to team members & coaching them to meet & exceed planned targets consistently.
• Coordinate with the technical staff in the Network Department (Customer Field Intervention Managers) in various administrative regions to assess and match infrastructure to service applications.
• co-ordination of timely service delivery (new and maintenance cases) within the signed SLAs/or acceptable standards by tracking cases reported by the 1st line sale managers in the CRM and escalating actions across the supply chain to ensure timely & satisfactory service delivery.

PERSONAL PROFILE

• 1st degree in the physics, telecommunication or an equivalent qualification from a recognized institution coupled with relevant experience in the telecommunication sector.
• A Masters degree or a diploma in a relevant technical/telecommunications course an added advantage
• 3-5 years experience in Telecommunication industry with experience in the installation and maintenance of Telecommunications CPEs or closely related functions
• Above average knowledge of and proficiency in Computer applications, especially in the MS Office applications like Excel and Ms Word.
• Analytical skills, Interpersonal skill leadership skills; Negotiation skills, Good Communication and presentation skill
• Personal responsibility, accountability & Management of change, leadership and people management; team work and interpersonal skills; service orientation & result-oriented.

3. CUSTOMER SUPPORT MANAGERS Ref No: 16

JOB PROFILE

• Plan, design, develop and implement 2nd level customer service support and programs that relate to identifying and reporting on corporate customer queries and complaints, negotiating and keeping track of SLAs, and ensuring that the necessary field and Customer care interventions are executed according to the predefined processes and improvements thereof.
• Key duties
• Responsible for the development and implementation of actions plans related to the scope of recording and escalating corporate customer complaints and queries, negotiating an d keeping track of SLAs
• Provide dynamic leadership and relevant training to team members to meet and exceed planned targets consistently through timely reports
• Implement Corporate Customer Support Delivery strategy, planning and policy in consultation with top management.

PERSONAL PROFILE

• 1st degree in Business Management, Marketing, Customer Service or Administration or a technical field Diploma in Telecommunications and or equivalent qualification from a recognized institution
• 3-5 years experience in Telecommunication industry of which two (2) years must be at managerial or supervisory level in a busy department or organization.
• Above average knowledge of and proficiency in Computer applications, especially in the MS Office applications like Excel and Ms Word.
• Good analytical skills; Interpersonal skill leadership skills; Negotiation & presentation skills.
• Personal responsibility, accountability & Management of change, leadership and people management; team work and interpersonal skills; service orientation & result-oriented.

4. LIFE CYCLE ADMINISTRATION MANAGERS Ref No: 17

JOB PROFILE

• Plan, design, develop and implement SLAs, Contract Renewals, Product Portfolio management, and administer Post Sales Processes and reporting.
• Negotiate, document and keep track of Internal and external SLAs
• Liaise with Marketing and Account managers to keep track of the product portfolios sold to or required by TKLs corporate customers with a view to maximizing their Life time value
• Liaise with marketing and Account Managers develop, implement and track & renewal or retirement of account contracts with requisite penalties or redemption of Loyalty points with a view to retain and attract customers.
• Develop and re-align Post Sales Business Processes with company objectives & Post-Sales reporting
• Provide dynamic leadership and relevant training to team members to meet and exceed planned targets consistently through timely reports

PERSONAL PROFILE

• 1st degree in Business Management, Telecommunications Engineering, electronics or an equivalent qualification from a recognized institution
• A masters degree, or a diploma in a technical field from a recognized institution is an added advantage
• 5-10 years experience in telecommunication industry of which two (2) years must have been at managerial or supervisory level in a busy department or organization.
• Above average knowledge of and proficiency in Computer applications, especially in the MS Office applications like Excel and Ms Word.
• Analytical skills; Interpersonal skill leaders skills, & Negotiation skills; Good Communication and presentation skills.
• Personal Responsibility, Accountability and Managing Change; Leadership and People Management; Team Work and Interpersonal skills; Service Orientation and Result Oriented.

MASS MARKET & CUSTOMER CARE POSITIONS

At Telkom Kenya our employees are our best assets and we are committed to promote their development here in Telkom Kenya. We are looking for self-driven and results oriented individuals to fill the following challenging and exciting positions in the Mass Market and Customer Service Department.

Mode of application

All the interested All the interestedcandidates are requested to send their applications to chro@telkom.co.ke. Please mark the job title you are interested in as your subject on the application letter and attach a detailed CV. The Deadline for applications 16th February, 2009.

1.HEAD OF CUSTOMER EXPERIENCE CENTRES Ref: 18

JOB PROFILE

• Achievement of targets set for connections and airtime with relation to the CEC channel and the overall Departmental revenue projections.
• Develop the CECs as a retail chain brand within the TKL sales channel
• Achieve visibility and merchandising standards in the CECS as per the brand guidelines.
• Ensure that the CECs have all the tools of trade and equipment necessary to achieve their objectives.
• Ensure that the CECs have the required number of staff and skill sets.
• Manage, supervise, train and support direct reports.
• Lead the skills development of the whole CEC staff.
• Ensure no out of stocks of our products
• Ensure cleanliness of the CEC.
• Continuously evaluate and monitor the business performance of the CECs
• Conduct regular market visits.
• Initiate regular independent audits to ensure that standards are been met and maintained.
• Follow up on orders with Logistics and other internal stakeholders.
• Propose and develop CEC promotions and activities.
• Manage new CEC shop development or concept redevelopment and all refresh projects.
• Participate in driving the approved programs within the retail channels
• Update and maintain CECs administration data.

PERSONAL PROFILE

• The ideal candidate will have a degree in a business related field
• Minimum 5 years experience in Sales Management in a busy retail environment

Attributes & Skills

• Resourceful and have excellent presentation skills.
• Leadership and people management skills
• A strong thinker with strong business and commercial sense
• Highly organized, conscientious and have excellent time management skills.
• Be a team player with pleasant outgoing personality and resilience
• Proactive, confident and energetic with the ability to work well under pressure

2.CUSTOMER EXPERIENCE CENTRE MANAGER-Ref: 19

JOB PROFILE

• Sales planning and forecasting.
• Ensure achievement of agreed upon sales targets
• Coordinate and implement promotional programs.
• Carry out product knowledge training.
• Ensure availability of all company products and services.
• Measure and report on the impact of the promotional activities carried out.
• Participate in the marketing research function in data collection when required.
• Ensure strict guidelines declination in respect of trade policy.
• implement with reactivity the instructions in his shop and monitor the carrying out
• Implement and monitor the level of monthly sales.
• Relay communication of all information to the persons within shop
• Ensure the understanding and support of the team,
• Make and if necessary, complete the daily briefs to the sellers to provide essential information to their activities
• Evaluate and develop the skills of his employees: identify progress / improvement areas, validate the turnout of the quiz and learning, implement and follow an individual skills development
• Make a continuous, planned, and formalized coaching of his collaborators
• Train sales agent Ensure the quantitative and qualitative achievement : analyze individual and collective daily sales results, perform weekly interviews on the basis of appropriate sheets, animate monthly interviews on commissioning
• implement and decline commissioning
• Ensure the quality of customer relations, analyze failures, customer dissatisfaction with the team and propose corrective actions,
• Ensure proper management and performance of dynamic customer welcoming,
• Ensure the growth development and value of the shop
• Optimize the resources for the proper functioning of the shop in connection with the customer flow: shop staffing
• Ensure compliance with the procedures
• Ensure compliance with the merchandizing rules and control in the shop
• Ensure cleanliness and good ambience in the shop.
• Ensure competitive observation around his shop and in particular the statements on tariffs
• Ensure stock management: deliveries
• Ensure the good functioning of shop on logistics
• Ensure the smooth functioning of demonstration tools
• Ensure compliance with the procedures related to the safety of property (management of cash, strong room, stocks) and people in shop. Security of the Building Actively participate in review performance of the
• Ensure the proper implementation and compliance procedures including all trades process on the order-delivery-after sales offerings and all means available to shops in a logic of improvement
• Keep track and control actions on his scope of activity, provide a weekly consolidated reporting to measure the dynamics (quantitative and qualitative), and the impact on development of the performance of the shop

PERSONAL PROFILE

• University Degree preferably in Business Administration/ marketing
• Experience as a sales manager in a busy retail environment
• Knowledge of company products and services
• Sound oral and written presentation skills
• Budget management
• Computer literate

Attributes & Skills

• Capacity to delegate
• Strong negotiation skills
• Responsibility taking ability
• Natural Leader
• Capacity to propose solutions, make advices, convince
• Work integrity and correctness
• Continuous adaptation to new techniques and technologies
• Initiative and analytic mind
• Listening ability to make proper decisions
• Communication and information spirit

3.ALTERNATIVE CHANNEL MANAGER- Ref: 20

JOB PROFILE

• Achievement of targets set for connections and airtime with relation to New Channel Accounts and the overall Departmental revenue projections.
• Achieve visibility of our brands in the alternate channel.
• Ensure no out of stocks of our products in the alternate channel.
• Develop New Channel Accounts to meet Distribution Targets
• Conduct market visits.
• Manage, supervise, train and support direct reports
• Follow up on orders with Logistics and New Channel Accounts.
• Execute New Channel Accounts promotions and activities.
• Handle New Channel Accounts queries.
• Participate in driving the approved programs within the retail channels.
• Update the New Channel Accounts administration data.

PERSONAL PROFILE

• Graduated from Business School or equivalent university degree
• Sound knowledge of retail chain account management principles
• Experience of retail chain account management at a senior level
• Experience in selling FMCG (fast moving consumer goods)
• Experience of selling telecommunications products will be an added advantage
• High levels of Business acumen.
• Team management experience
• Elaboration of specifications, agreements
• Budget management

ATTRIBUTES AND SKILLS

• Resourceful and have excellent presentation skills.
• Leadership and people management skills
• A strong thinker with strong business and commercial sense.
• Highly organized, conscientious and have excellent time management skills.
• Be a team player with pleasant outgoing personality and resilience.
• Proactive, confident and energetic with the ability to work well under pressure.
• Strong verbal and written communication skills
• Strong negotiation skills
• Strong people management skills
• Presentation skills
• Be highly organized, conscientious and have excellent time management skills.
• team player
• Proactive, confident and energetic with the ability to work well under pressure.
• High level skills in Microsoft office suite

4.AREA MANAGER- Ref: 21

JOB PROFILE

• Achievement of targets set for connections and airtime with relation to the direct and indirect sales channel and the overall Departmental revenue projections.
• Develop the direct and indirect sales channel in the area.
• Achieve visibility and merchandising standards in the Customer Experience Centres (CECS - shops) and dealer outlets as per the brand guidelines.
• Ensure that the sales staff have all the tools of trade and equipment necessary to achieve their objectives.
• Ensure that the sales staff provided have the required number of staff and skill sets.
• Manage, supervise, train and support direct reports.
• Lead the skills development of the whole area sales staff.
• Ensure no out of stocks of our products in the area.
• Ensure cleanliness of the CEC.
• Continuously evaluate and monitor the business performance of the direct and indirect sales channel
• Conduct regular market visits.
• Initiate regular independent audits to ensure that standards are been met and maintained
• Follow up on orders with Logistics and other internal stakeholders.
• Propose and develop promotions and activities for direct and indirect sales channels.
• Participate in driving the approved sales programs within the area.
• Update and maintain accurate reporting for sales and administrative issues.
• Ensures implementation and adherence of company’s policies
• Build a positive corporate image by creating and maintaining good relationship with stakeholders.
• Ensure Customer satisfaction.
• Quality standards of the direct and indirect sales channels.

PERSONAL PROFILE

• The ideal candidate will have a degree in a business related field
• MUST HAVE A MINIMUM 5 years experience in Sales Management in a large commercial organization.
• A successful track record in sales.
• Must be results oriented.
• Sales management experience in an FMCG or telecommunications company.
• People management experience is a must.
• Experience in target setting.

· At Telkom Kenya our employees are our best assets and we are committed to promote their development here in Telkom Kenya. We are looking for self-driven and results oriented individuals to fill the following challenging and exciting positions in the Business and wholesale department.

Mode of application

All the interested candidates are requested to send their applications to chro@telkom.co.ke. Please mark the job title you are interested in as your subject on the application letter and attach a detailed CV. The Deadline for applications 16th February, 2009. If you do not hear from us by 16th March, 2009 please consider your application unsuccessful