About Company
Airtel Africa PLC is a leading provider of telecommunications and mobile money services, with a presence in 14 countries across East, Central, and West Africa. We offer an integrated suite of mobile voice and data services, as well as mobile money solutions, to over 140 million customers. Our mission is to connect communities, empower individuals, and drive economic growth through innovative and affordable digital solutions. At Airtel, we are committed to fostering an inclusive environment where talent thrives and diverse perspectives are celebrated. We believe in leveraging technology to bridge divides and enhance lives, making us a key player in Africa’s digital transformation journey. Join us and be part of a company that is making a real difference.
Job Description
Are you passionate about delivering exceptional service and eager to make a tangible impact from anywhere? Airtel Africa PLC, a leading provider of telecommunications and mobile money services across 14 countries in Africa, is seeking a dedicated and empathetic Customer Experience Officer to join our remote support team. In this pivotal role, you will be the friendly voice and helpful guide for our valued customers, resolving their queries, troubleshooting issues, and ensuring a seamless experience with Airtel’s wide range of products and services. Based remotely, you will leverage your excellent communication skills and technical aptitude to assist customers primarily in the Democratic Republic of Congo, contributing directly to their satisfaction and loyalty.
This is an exciting opportunity to work for a dynamic, innovative company at the forefront of digital inclusion in Africa, offering flexibility and the chance to develop your skills in a fast-paced environment. We believe in empowering our employees to deliver their best, and as a remote team member, you will be equipped with the tools and support needed to excel and grow with us. You will play a critical role in upholding Airtel’s commitment to customer satisfaction, acting as the first point of contact for inquiries related to mobile services, data plans, mobile money transactions, and various other offerings. Your ability to listen actively, empathize with customer challenges, and provide clear, concise solutions will be paramount. We are looking for an individual who is not only proficient in problem-solving but also possesses a genuine desire to go above and beyond to create positive customer interactions. If you are a self-starter who thrives in a virtual environment, has a keen eye for detail, and possesses a deep understanding of customer needs, we invite you to be a part of our mission to connect and empower communities across Africa through reliable and accessible digital services. Join Airtel Africa PLC and help us shape the future of connectivity!
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, chat, and social media platforms.
- Diagnose and resolve customer issues efficiently and effectively, covering mobile services, data, mobile money, and other Airtel products.
- Provide accurate information regarding products, services, promotions, and billing inquiries.
- Escalate complex issues to the appropriate internal teams while maintaining ownership of the customer's case.
- Document all customer interactions and resolutions accurately in the CRM system.
- Adhere to company policies and procedures, including data privacy and security guidelines.
- Proactively identify opportunities to improve customer satisfaction and contribute to process enhancements.
- Maintain a high level of product knowledge and stay updated on new services and features.
- Achieve individual and team performance targets for customer satisfaction and resolution times.
Required Skills
- Fluent in English and French (written and spoken).
- Proven experience in a customer service or customer support role.
- Excellent verbal and written communication skills.
- Strong problem-solving abilities and critical thinking.
- Proficiency with CRM software and remote communication tools.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and patience when dealing with customer concerns.
- Reliable internet connection and a conducive home office environment.
Preferred Qualifications
- Bachelor's degree in Business Administration, Communications, or a related field.
- Previous experience in the telecommunications or mobile money industry.
- Familiarity with local dialects or languages spoken in the Democratic Republic of Congo.
- Experience with Zendesk, Salesforce, or similar customer support platforms.
Perks & Benefits
- Competitive salary package and performance-based incentives.
- Comprehensive health and wellness benefits.
- Opportunities for professional development and career growth.
- Flexible remote work environment.
- Access to a dynamic and supportive global team.
- Contribution to a leading company making a significant impact across Africa.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their resume and a cover letter detailing their relevant experience and why they are a great fit for this remote role at Airtel Africa PLC. Please ensure your application highlights your proficiency in both English and French.