Ncell
Telecommunication

At Ncell, we are passionate about our values, principles, and our strategic priorities. We believe that having the right talent in the right roles enables execution, improves our customer’s experience, and delivers breakthrough results. This is what makes us a winning team.

At Ncell, we lay much emphasis on our corporate values: Uncompromising Integrity, Exceptional Performance, Customer at our Heart, Breakthrough Innovation, and One Company - One Family. These values are the most integral part of our business. We carry out our daily business by keeping these values in mind as we, as an organization strongly stand for it.

Applicants must have the highest ethical standards, strong leadership skills, excellent judgment, a sense of personal initiative, and problem-solving abilities.

Ncell offers a competitive package that is designed to make you feel an integral part of the team and directly involved in the company's success.

Ncell is also committed to protecting Applicants' personal data. In Ncell, we take privacy seriously and all our activities are underpinned by our T.R.U.S.T principles of being Transparent, respecting your Rights, in our Use of personal data, through robust cyber Security practices and we take due care when Transfer of data is required. Click the link to know more about applicants privacy
https://webapi.ncell.com.np/upload/Notice/Ncell_Axiata_Privacy_Notice_for_Candidates.pdf

At Ncell, we lay much emphasis on our corporate values: Uncompromising Integrity, Exceptional Performance, Customer at our Heart, Breakthrough Innovation, and …

Specialist, Digital CX and Engagement

Views: 191 | Apply Before: 6 days, 8 hours from now

Position: Specialist, Digital CX and Engagement
Department: Digital Channels and Experience
Section: CX Service Design, Comms. & Academy

Main Duties and Responsibilities:

Develop and execute customer experience strategies to improve customer satisfaction and retention for digital channels, via automation and personalization.
Monitor and share insights on key customer experience metrics for Digital Channels
Create and execute processes to collect and analyze Voice of the Customer (VoC) data, including NPS, CES and feedback to guide CX initiatives for digital channels.
Partner with Digital, Product, IT, and related teams to enhance self-service capabilities and reduce traditional touchpoints’ dependency.
Support the implementation of AI-powered chatbots, recommendation engines, and personalization tools to enhance digital engagement.
Benchmark Ncell’s digital CX against industry best practices and emerging global trends, and recommend innovations accordingly
Manage and execute training and engagement sessions on Digital CX tools, platforms, and customer engagement strategies tailored to the telecom industry.
Facilitate onboarding and upskilling programs for customer service touchpoints and digital teams via digital learning modules and evaluate training effectiveness through assessments, and performance metrics.
Design and run online learning modules based on the latest trends in digital CX, innovation in telecom and use of AI for improving CX.
Collaborate with data analytics teams (COE) to derive actionable insights from customer behavior and usage patterns across digital platforms.

Qualifications and Experience:

Minimum of Bachelor’s degree in Business, Digital Media, Management with 3 years of relevant experience
Experience with telecom platforms such as CRM, BSS/OSS, and self-care apps
Strong understanding of telecom customer lifecycles, including onboarding, recharge, billing, upgrades, and complaint handling.

Preferred Skills:

Knowledge of CX metrics and tools
Basic UX/UI understanding or experience working with Digital design teams.
Experience in improving CX KPIs like First Contact Resolution (FCR), Customer Effort Score (CES) etc.
Experience in training module creation, management, and delivery.
Understanding of AI/ML applications in CX, such as predictive analytics, sentiment analysis, and personalization engines
Experience working in agile or cross-functional squads focused on digital product development

Profile

Excellent problem-solving, communication, and stakeholder management skills.
Ability to manage multiple projects and tasks
Passion for delivering exceptional customer experiences.
Able to understand business objectives and develop CX objectives / strategies in line with business objectives / strategies.
Good and deep knowledge of Telco industry and latest trends in the market
Analyzes situations or problems effectively towards sustainable solution.
Develop new solutions or techniques to improve work output.
Proactively seeks out customers' input to obtain feedback on performance and to anticipate any other customers' needs.

Duty Station
Kathmandu but can be placed anywhere in Nepal as per business needs and future requirements.

What we offer:

International Working Environment, Robust Performance Management Process, Internal Opportunities, Ncell Academy Trainings, Work – Life Balance, Flexible Working Practices, Competitive Compensation, Festive Allowance, Social Security Fund, Leave Travel Allowance, Medical Insurance, Communication Facilities, etc.