Africell Sierra Leone, a leading telecommunications provider, has unveiled its groundbreaking initiative, the Africell Customer Care Experience (ACE), marking a significant milestone in its commitment to customer satisfaction.

Launched on April 22nd, 2024, the ACE initiative is set to redefine the customer experience landscape in Sierra Leone. With a focus on fostering deeper connections and enhancing service delivery, ACE represents Africell’s dedication to prioritizing its subscribers’ needs.

Sarah Joy Komba, the Customer Care Manager at Africell Sierra Leone, emphasized the initiative’s importance in establishing an informed and interactive relationship between top management and customers. Through ACE, valuable insights are gathered to empower executives to make informed decisions, driving continuous improvements in service quality.

“This initiative underscores our unwavering dedication to our subscribers,” stated Sarah Joy Komba. “By having directors and managers actively engage as frontline agents, we ensure a daily understanding and addressing of customer needs.”

Echoing these sentiments, Shadi Gerjawi, the Managing Director of Africell Sierra Leone, highlighted the company’s customer-centric approach. “Customer care is at the core of Africell’s ethos,” said Mr. Gerjawi. “Every facet of our operations is geared towards ensuring customer satisfaction.”

Mr. Gerjawi emphasized ACE’s pivotal role in shaping Africell’s operations, with feedback collected directly informing actionable plans to streamline the customer experience. “Through ACE, we aim to make every interaction seamless, fast, and reliable,” he added.

Andrew Fatorma, the Chief Admin and Human Resource Officer of Africell Sierra Leone, shed light on some challenges identified through ACE, including difficulties faced by subscribers in fulfilling SIM replacement criteria. “We are committed to addressing these challenges head-on to further elevate our customer care standards,” said Mr. Fatorma.

As Africell Sierra Leone embarks on this transformative journey with ACE, it reaffirms its commitment to placing customers at the heart of its operations. Through enhanced communication, collaboration, and proactive problem-solving, Africell aims to set new standards of excellence in customer care within the telecommunications industry.



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