RUGINA KABANDA PACIFIQUE Why did you choose TIgo and not somewhere else? Tigo chose me and I chose Tigo. All my life, I have wanted a challenge. I have always wanted to test my potential and witness a creation of an entity with my significant contribution. When Tigo launched operations in Rwanda in 2009 I was drawn to the company’s vision and ambitious plans. I wanted to have this challenge. I’m now happy to see Tigo as the second choice for Rwandans. Do you meet any challenges working in the service industry? There are challenges in any kind of business, besides, the telecom industry is very dynamic and the service industry is constantly changing too. Dealing with an irate customer in a scenario where he’s in the wrong, for example, can be challenging. It takes a great deal of control and convincing, and it can be challenging when he doesn’t agree to my advice! How has TIgo as a business invested in your capacity? Tigo has groomed me in so many things but most importantly in being results-oriented. It instills a feeling of responsibility in whatever service I render to our customers. I have to have a solution to any complaint that a customer has. Also by being fact-based. Facts on ground give me direction on clear decisions that will ensure steady growth of our company in terms of service delivery.
Tigo is a company that is customer oriented, easy and simple.
What do you enjoy most about your work at Tigo? The corporate world is quite interesting; it needs a certain level of presentation. That’s the way we at TIGO present ourselves. I enjoy the fact that we offer a set of unique products that need high intellectual acuity to sell. Some are new and well designed business solutions to the Rwandan market and clients have to be impressed in order to buy them. Others need technical explanations. I also enjoy the fact that our work involves meeting people from different backgrounds and listening to them and ensuring that I meet their expectations by offering adaptable products and solutions. Why did you choose to work for Tigo? Tigo is a multinational organization. The Tigo brand is managed to give international visibility. I always wanted to work with that kind of company because it offers a mix of cultures and world class experiences. At Tigo we believe in innovations and I like to be a pioneer and all the challenges that come with being innovative. I have been with the company since it opened operations here in Rwanda and I am proud to be part of the revolution. What is your greatest challenge in dealing with customers? Sometimes clients are accustomed to some particular product or service and they are loyal to that product or service. The challenge is to breakthrough that loyalty to try and provide an alternative or even better solution when the customer is committed to something else.
PHOTO: Yehoshua Shashua
Postpaid and Corporate Sales Manager
What is your greatest asset as an individual and as a service provider? My job requires one to be creative and patient. These few qualities help me to find the proper solution to customers’ expectations. What skills have you learned that enable you to be a better service provider? Dealing with clients is two way. Clients have different temperaments and character so one has to acquire certain skills to stay on top. I have benefited from numerous in-house trainings on leadership, time management, and many others. I interact with people in other industries and that helps me to get the proper attitude and knowledge to meet the corporate market demands.
The SERVICEMAG December 2010 - February 2011 | 21