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Customer Experience Lead at Airtel

Confidential · Kenya, Kenya, Kenya

Location
Kenya
Job Type
Full-Time
Posted
June 13, 2026

Job Description

Job Description


  • This role of HBB Customer Experience Lead will report within Customer Experience Department. He/she will be responsible for developing and leading the customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing HBB churn.

    • Responsibilities

  • Manage HBB & FWA base through tele-calling

  • Call new HBB customers to provide products orientation

  • Call existing customers to get subscriptions and usage behavior insights and provide necessary support when required

  • Collect products and other related market insights for HBB products and report to management for business turnaround

  • Collect, analyze, escalate all issues captured from customers during the call and feedback within service level agreement.

  • Produce daily Tele-calling report and share with relevant stakeholders.

    • Qualifications

  • Business re...

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