Danab Electric is a leading electricity distribution company operating in Afgooye and Mogadishu, committed to delivering safe, reliable, and affordable power services to customers. As the company continues to strengthen its customer-first approach, it is seeking an experienced and strategic Head of Customer Care to lead and transform its customer service operations.
The Head of Customer Care will be responsible for developing and executing a comprehensive customer service strategy aligned with company objectives and regulatory requirements. This leadership role ensures high service standards across all customer interaction channels, including call centers, walk-in service centers, complaint management systems, and digital customer platforms.
The successful candidate will oversee the handling of customer inquiries related to billing, new connections, power outages, metering issues, service quality concerns, and general complaints. The role requires strong operational oversight to improve first-contact resolution, enhance customer satisfaction, and ensure efficient escalation procedures.
Key responsibilities include managing customer service teams, monitoring service-level agreements (SLAs), tracking key performance indicators (KPIs), analyzing customer feedback data, and implementing improvements based on trends and operational insights. The position also requires coordination with regulatory authorities, operations teams, finance departments, IT, and communications teams to ensure a seamless and integrated customer experience.
A strong focus on digital transformation is required, including automation of service processes and development of customer feedback platforms to improve efficiency and transparency.
The ideal candidate should have proven leadership experience in customer service management, preferably in utilities, energy, telecom, or regulated industries. Strong analytical skills, strategic thinking, and the ability to manage large teams in a fast-paced environment are essential.
This is a senior leadership position offering significant impact and responsibility within a growing utility company that serves critical public infrastructure.
How to Apply
Danab Electric is a leading electricity distribution company operating in Afgooye and Mogadishu, committed to delivering safe, reliable, and affordable power services to customers. As the company continues to strengthen its customer-first approach, it is seeking an experienced and strategic Head of Customer Care to lead and transform its customer service operations.
The Head of Customer Care will be responsible for developing and executing a comprehensive customer service strategy aligned with company objectives and regulatory requirements. This leadership role ensures high service standards across all customer interaction channels, including call centers, walk-in service centers, complaint management systems, and digital customer platforms.
The successful candidate will oversee the handling of customer inquiries related to billing, new connections, power outages, metering issues, service quality concerns, and general complaints. The role requires strong operational oversight to improve first-contact resolution, enhance customer satisfaction, and ensure efficient escalation procedures.
Key responsibilities include managing customer service teams, monitoring service-level agreements (SLAs), tracking key performance indicators (KPIs), analyzing customer feedback data, and implementing improvements based on trends and operational insights. The position also requires coordination with regulatory authorities, operations teams, finance departments, IT, and communications teams to ensure a seamless and integrated customer experience.
A strong focus on digital transformation is required, including automation of service processes and development of customer feedback platforms to improve efficiency and transparency.
The ideal candidate should have proven leadership experience in customer service management, preferably in utilities, energy, telecom, or regulated industries. Strong analytical skills, strategic thinking, and the ability to manage large teams in a fast-paced environment are essential.
This is a senior leadership position offering significant impact and responsibility within a growing utility company that serves critical public infrastructure.
