Africell Unveils Groundbreaking Customer Care Experience Initiative

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By Foday Moriba Conteh

Africell Sierra Leone has unveiled its groundbreaking Africell Customer Care Experience (ACE) initiative, marking a significant milestone in the company’s efforts to enhance customer satisfaction. Launched on Monday, April 22nd, 2024, ACE represents a new era in telecommunications service delivery.

Sarah Joy Komba, Africell Sierra Leone’s Customer Care Manager, emphasized the importance of ACE in fostering a closer relationship between top management and subscribers. The initiative aims to provide valuable insights to company Executives, enabling informed decision-making to improve service delivery.

The Customer Care Manager  reiterated that ACE reflects Africell’s unwavering commitment to its subscribers, with Directors and Managers stepping into frontline roles to better understand and address customer needs daily.

Shadi Gerjawi, Managing Director of Africell Sierra Leone, echoed Sarah Joy Komba’s sentiments, stressing the company’s customer-centric approach. He highlighted ACE’s role in shaping operations, with feedback from both Directors and customers informing actionable plans to streamline the customer experience.

Andrew Fatorma, Africell Sierra Leone’s Chief Admin and Human Resource Officer, highlighted the challenges identified through ACE, such as difficulties in meeting SIM replacement criteria.

As Africell Sierra Leone embraces the transformative journey with ACE, it reaffirms its dedication to placing customers at the forefront. Through improved communication, collaboration and proactive problem-solving, the telecommunications company aims to set new standards of excellence in the telecommunications industry.


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