Mohammad Masood Oryakhail

General Manager customer relations à MTN Telecom Afghanistan

• Afghanistan
• août 2014 à décembre 2023

1. Assist with the development and implementation of the customer centricity strategy for the organization.
2. Oversee the definition of the customer experience along all moments of truth (buying; activation; utilization etc.).
3. Define and set the customer service standards across all segments.
4. Establish an implementation plan ensuring consistency of customer engagement across the various customer touch points in terms of the physical, emotional and brand experience.
5. Ensure that the customer strategy is aligned to the business priorities and objectives to ensure cross functional consistency.
6. Ensure the competitiveness of MTN in the marketplace through effective delivery of high-quality customer services.
7. Facilitate the development of management process with an emphasis on customer services.
8. Identify all priority areas delaying service excellence and ensure that solutions are effectively implemented.
9. Define; establish and maintain the customer loyalty metrics for the organization.