5/11/2009 9:39:00 AM
Lebara Mobile set to boost business with 200 new jobs
Lebara Mobile is poised to create 200 customer service jobs, on the back of doubling its revenue, Mobiletoday can reveal.
The vast majority of the jobs will be in the UK, with 55 of those jobs based at Lebara’s dedicated customer service centre in east London, which it opened at the start of 2009.
A smaller minority of the new jobs at Lebara will be in Australia to support its eighth region where it has set up a virtual network business, offering low cost overseas calls.
The UK will form the service hub of the operation, with smaller satellite service divisions in different European countries.
CEO Yoganathan Ratheesan said having a multi-lingual service centre near its customers was essential to the company’s growth ambitions.
The company is looking to benchmark its customer service against the best levels in all call centre based companies such as banks as well as telecom operators.
He added that the company wouldn’t necessarily look at engaging in price wars with rivals, and would differentiate with customer service.
He added: ‘Pricing is a component, but if you only look at price, your competitor can be half a penny cheaper and you are an inferior proposition. We offer a level of transparency our competitors don’t. Regardless of whether [a customer] pays two pence per minute or 10 pence per minute, we believe they deserve the best service.’
COO Tim Wort added: ‘There is no question in my mind that we will go past the industry in terms of our customer service levels. We want to go beyond the telecoms idea of service and into what the customers want.’