Airtel Africa Job Vacancy – Customer Experience and Complaint Management Role
Airtel Africa is a leading telecommunications company operating across multiple African countries. The company is driven by innovation, passion, and an entrepreneurial spirit. Airtel Africa values diversity and inclusion and is committed to enriching the lives of the communities it serves. Joining Airtel means becoming part of a high-performing team with strong career growth opportunities across Africa.
Airtel Africa is an equal opportunity employer and promotes a diverse and inclusive workplace.
Job Overview
This full-time role focuses on customer experience, complaint management, system monitoring, and regulatory compliance. The position plays a critical role in ensuring timely resolution of customer issues, improving service quality, and maintaining compliance with internal and regulatory standards.
Key Responsibilities
Request and Complaint Resolution
- Ensure timely resolution of customer complaints and requests to improve first call resolution
- Reduce referrals to back-office teams through effective issue handling
- Implement monitoring and review frameworks to track complaint management performance
- Identify and escalate critical unresolved complaints outside SLA
- Coordinate with complaint resolution teams and process owners to conduct root-cause analysis
- Ensure proper closure and follow-up after resolution activities
- Create effective service recovery and quality resolution processes
- Review service level agreements regularly to identify improvement opportunities
Online Resolutions
- Ensure timely response and resolution of all cases raised through Helpdesk Email
Username and System Access Management
- Monitor and review users created at call centers, including new, modified, and deleted users
- Manage system user creation, deletion, and modification based on approved documentation
Regulatory Compliance
- Ensure full compliance with all regulatory requirements
- Prevent exposure to penalties or regulatory actions
RACE and Waiver Adjustment Compliance
- Respond promptly to all incidents reported by RACE
- Ensure waivers and manual adjustments follow approved delegation of authority
- Prepare case summaries for approval and ensure proper sign-off
CX Systems Monitoring
- Monitor downtime of all call center systems and applications
- Coordinate with system owners to maintain system uptime above 99 percent
- Inform communication teams of any system downtime
- Maintain daily downtime tracking reports with root causes
Complaint Management and Case Monitoring
- Conduct root cause analysis on top call drivers related to GSM and Airtel Money services
- Ensure daily monitoring of all cases logged in SV systems
- Confirm all cases are closed within the agreed service level agreements
Qualifications and Skills
Educational Qualifications
- Diploma or Advanced Diploma in Business Administration, Marketing, or an equivalent field
Technical and Functional Skills
- Advanced proficiency in MS Excel, Access, Word, and PowerPoint
- Strong IT literacy
- Ability to analyze business requirements and implement solutions
- Excellent understanding of customer behavior and service requirements
Experience and Competencies
- Ability to work under pressure and meet tight deadlines
- Strong analytical, problem-solving, and negotiation skills
- High business awareness and goal-oriented mindset
- Ability to manage multiple projects simultaneously
- Excellent interpersonal and communication skills
- Fluency in both English and Swahili
- Strong knowledge of customer service standards and practices
- Knowledge of Airtel products and services is an added advantage
Job Type: Full-time employment
How to Apply
Interested candidates are required to submit their applications through the official online application link provided by Airtel Africa.
Only shortlisted candidates will be contacted for further stages of the recruitment process.
