Job Description
Why Airtel Malawi Plc?
At Airtel Malawi Plc, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel Malawi Plc, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Airtel Malawi Plc is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Optimization Engineer is responsible for receiving and recording customer complaints through various channels, such as phone, email, chat, or social media. They must investigate the root cause of the complaint and liaise with other departments or external parties to find a solution:
- Consolidate, Track and close network related customer complaints from these sources: Call Centre, social media, VIP, Employees
- Meet all Customer Complaints Audit requirements, prepare Complaints Resolution Signoffs with CXD
- Work hand-in-hand with Optimization Engineers to resolve all Network related Customer Complaints
Maintain and regularly update all Customer Complaint Trackers
- KEY ACCOUNTABILITIES
Voice and Data Quality Complaints Tracking and Resolution
- Log into CX portal and extract all ‘Network Complaints Raised’
- Close all Network customer complaints tickets raised in the portal online
- Analyze and categorize all voice complaints into respective source buckets: Coverage, Capacity, Quality, Data Experience (poor speeds, accessibility), Transmission/Fiber, Operational Issues, availability (RNA)
- Seek inputs from respective resources for further analysis: Optimization, Operations, NOC, Projects, CS Core
To oversee, guide and analyze RF drives tests that are in response to coverage and quality complaints
- Communicating with customer throughout the process and providing them with updates, explanations and acknowledgements during the troubleshooting session.
- Escalate to Senior Management on all complex complaints requiring high level support
- Follow up with customer when complaint is resolved to ensure satisfaction and formal closure to the complaint.
- Collaborate with ZBMs and TSMs/RSEs on network related complaints and business needs.
Regulatory Compliance
- Fully understand align to all regulatory contents of the license
- Attend to all Regulatory requirements on complaints on coverage, quality, and data experience.
- Be part of the team conducting regulatory drive tests as and when demanded.
Qualifications
Educational Qualifications & Functional / Technical Skills
- University degree in Telecommunication, Electronics, ICT, MIS related field.
- Must understand basics of RF Planning and Optimization and Standards (3GPP), Device requirements, Radio Access (RAN) Capacity planning.
- Good knowledge in OSS KPIs and Performance Statistics.
- Strong skills in Microsoft Office Products with strong emphasis on Excel, Access for data analysis.
- Conversant with all mobile technologies 2G, 3G, 4G, 5G
Relevant Experience (Type of experience and minimum number of years)
- Possess skills such as communication, problem-solving, negotiation, teamwork, and organizational abilities.
- Ability to listen to customers with empathy and patience is essential.
- Conversant with customer needs and able to translate them to technical requirements for improved Network experience.
- Applies technical expertise and has full knowledge of other related disciplines, e.g., Marketing, IT, Sales
- Exhibits good level of creativity and resourcefulness. Is able to guide and transfer knowledge to his/her team.
- Ability to communicate clearly and persuasively both verbally and in writing.
- Ability to understand and interpret Network Tests data collection tools (TEMS, MapInfo, Actix, Nemo), Network performance Tools (NetAct)
- 1+ years working on Office Data tools (excel, access)
Other requirements (Behavioural etc.)
- High knowledge in use of technical principles, theories and concepts
- Able to operate in a minimum supervision environment.
- Self-motivated, self-starter and enthusiastic.
- Attention to detail, high personal standard and goal oriented.
- Confident and energetic.