Field Retention Team Leader – Fiber at Wananchi Group

Field Retention Team Leader – Fiber at Wananchi Group (March 2025)

Job Title: Field Retention Team Leader – Fiber
Company: Wananchi Cable Tanzania Limited
Location: Tanzania
Application Deadline: 21st March 2025

About Wananchi Cable Tanzania Limited

Wananchi Cable Tanzania Limited, a subsidiary of Wananchi Group, is one of the leading Internet service providers in Eastern Africa. We are currently seeking a Field Retention Team Leader – Fiber to join our team. This role requires an independent and proactive professional who will ensure excellent customer service both internally and externally. The selected candidate will report directly to the Customer Experience Manager – Fiber.

Key Responsibilities

• Oversee and ensure that executives under the manager’s supervision are present at their designated locations.
• Address service-related issues and account queries on-site; escalate unresolved matters to the appropriate team for resolution within two hours.
• Prepare and submit detailed weekly and monthly performance reports, including Voice of the Customer (VOC) insights, market intelligence, and recommendations for service improvement, to the Country Manager and Customer Experience Director.

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Qualifications & Requirements

• Education: Diploma or Bachelor’s Degree in Business Administration, Communication Technology (CT), or Public Relations.
• Certification: Customer Service (CS) certification is an added advantage.
• Experience:
  • Prior experience in a retention/churn team within the Telecom or ICT sector.
  • Strong knowledge of customer lifecycle management.
• Skills:
  • Excellent verbal communication skills, with proper grammar and tone.
  • Ability to analyze and interpret customer feedback to enhance service delivery.

How to Apply

If you meet the above qualifications and are passionate about customer retention, we invite you to apply.

Send your application to: recruitment@simbanet.co.tz

Application Deadline: 21st March 2025

Join Wananchi Cable Tanzania Limited and be part of a team dedicated to delivering exceptional customer experiences!