Service Recovery Lead

DEPARTMENT : Customer ExperienceVACANCY : Service Recovery LeadLEVEL : Assistant ManagerLOCATION : Lusaka, Head OfficeJOB PURPOSETo provide leadership in the complaint handling process and ensure timely and effective resolution of complaints. Proactively identify areas of customer pain and take remedial action. Enhance the first contact resolution and ensure frontline staff take full ownership of each customer interactionCORE RESPONSIBILITIES ARE:1.] Operationalise Service Recovery Framework.– Work with teams across the organization to reduce the number of complaints on an ongoing basis– C…