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Retain clientele through research and resolution of all of Regulatory, Network, Media (Newspaper, Radio, TV) and Legal complaints received from the various Telecommunication Ombudsman, Media Channels and Associations
Professionally communicate and ensure customer satisfaction by resolving all escalated disputes within their prescribed turnaround times and making sure that they are in line with the Consumer Protection Act.
Manage and facilitate all regulatory related activities (as received from ICASA, National Consumer Council , Consumer Goods and Services Ombudsman as well as all Legal Bodies).
Evaluate Business Contractual Terms & Conditions for Consumers and apply changes as and when needed to ensure adherence to the Consumer Protection Act.
Monthly visits to the Regulator's offices to discuss pending escalations and present on areas of service delivery improvements.
Financial decision making to increase profitability while catering to consumers' needs.
Company Representative for all Alternative Consumer Dispute Resolutions/Mediations and matters escalated to the Small claims court.
Prepare monthly compliance reports & official response letters, highlighting regulatory issues with recommended remedial actions.

Manage monthly reports and presentation of complaint trends, sources and channels to Executive Management.

Perform root cause analysis for all complaints received by the Business and establish counter strategies for avoidance of repeat escalations.

Communicate resolutions for complaints to the relevant media channels and complainants.