Monitor/Identify the user experience issues that customers face while roaming and develop solutions / recommendations to simplify and enhance the roaming journey and user experience.
Coordinate with CRC/FCR teams to maintain optimum customer experience. Evaluate customer experience statistics on a regular basis and develop solutions for high priority issues.
Shift customers towards Digitization / Self-care platforms by building awareness via communication channels.
Ensure customers are knowledgeable about current rates, plans and activation methods.
Coordinate with group marketing for Roaming service-related activities.
Prepare a monthly PR meeting update with key highlights & action plans related to improving roaming customer experience, and present to GCEO and senior management
Update Roaming Services Head and Head of Business on key issues, project updates and any process bottlenecks related to customer experience on a daily / weekly basis.
Arrange regular internal team awareness sessions (Frontlines / Sales / CRC etc) to build product awareness & ensure smooth operations related to outbound roaming
