Overview

INTRODUCTION

Yathu-Yathu Data is a cooperative-based and community-focused initiative aimed at empowering citizens to champion broadband networks in unserved and underserved parts of Malawi. The cooperative is seeking qualified and suitable persons to be recruited in different portfolios under the Yathu-Yathu National Broadband Cooperative as follows:

Customer Care Officer

Key Responsibilities:

  • Improve customer service experience, create engaged customers, and facilitate organic growth.
  • Take ownership of customers’ issues and follow problems through to resolution.
  • Set a clear mission and deploy strategies focused towards that mission.
  • Develop service procedures, policies, and standards.
  • Keep accurate records and document customer service actions and discussions.
  • Analyse statistics and compile accurate reports.
  • Recruit, mentor, and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
  • Keep ahead of industry’s developments and apply best practices to areas of improvement.
  • Control resources and utilise assets to achieve qualitative and quantitative results.
  • Adhere to and manage the approved budget.
  • Maintain an orderly workflow according to priorities.

Skills and Knowledge:

  • Proven working experience as a Customer Service Manager.
  • Experience in providing customer service support.
  • Excellent knowledge of management methods and techniques.
  • Proficiency in English.
  • Working knowledge of customer service software, databases, and tools.
  • Awareness of industry’s latest technology trends and applications.
  • Ability to think strategically and to lead.
  • Strong client-facing and communication skills.
  • Advanced troubleshooting and multi-tasking skills.
  • Customer service orientation.

Qualifications:

  • Bachelor’s degree in business administration, Information Technology, or a related field.
  • Technical knowledge of ISP related systems like monitoring tools, ticketing software will be an added advantage.

METHOD OF APPLICATION

1. Applicants should indicate their current district of residence, as interviews will be done in three regions.

2. Application letters to be sent to:
The Chairperson
Yathu Yathu National Broadband Cooperative
7 Malambe Ring Road
City Centre
P.O. Box 30214, Lilongwe
207240
Malawi
Email: jobs@yathuyathu.mw

3. Deadline for submission of application letters is 2nd March 2024.

Only short-listed candidates will be acknowledged.