Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting,
affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.
affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.
A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more Nigerians.
In Nigeria, Airtel is working tirelessly to live up to an ambitious vision of being the most loved brand in the daily lives of Nigerians as it offers a superior brand experience and a portfolio of innovative products & services ranging from exciting voice solutions to inventive data packages and mobile broadband.
Position: High Value Relationship Executive
Job description
Job Purpose
One of the aspirations that Airtel Africa has set for itself is to be the preferred service provider for the Airtel High Value Base. This person is the primary contact person and will be responsible in servicing all aspects of the high value (HV) customer needs for the Pre-paid and Post-paid high value customers – VIP, Diamond and Platinum.
The relationship manager is customer centric and focused on maintaining high-quality of customer service; develops strong relationships with high value customers to ensure sensitivity to their needs, concerns, and emerging requirements and is readily available to attend to pressing customer challenges at any point in time. Delivery of business KPIs (Key Performance Indicator) like financials, customer experience, revenue generation and process compliance, is critical to this role.
Key Accountabilities
Diamond Customer Management
One of the aspirations that Airtel Africa has set for itself is to be the preferred service provider for the Airtel High Value Base. This person is the primary contact person and will be responsible in servicing all aspects of the high value (HV) customer needs for the Pre-paid and Post-paid high value customers – VIP, Diamond and Platinum.
The relationship manager is customer centric and focused on maintaining high-quality of customer service; develops strong relationships with high value customers to ensure sensitivity to their needs, concerns, and emerging requirements and is readily available to attend to pressing customer challenges at any point in time. Delivery of business KPIs (Key Performance Indicator) like financials, customer experience, revenue generation and process compliance, is critical to this role.
Key Accountabilities
Diamond Customer Management
- Resolution of all allocated Diamond customer issues resolution within approved SLA (FTRs & escalations included)
- Must be a one stop shop for everything Airtel to the Diamond customer
- Must be the preferred interaction point for the Diamond customer with Airtel
- Provide insights and VOC (voice of customer) to the business on Diamond customer activities
- Provide advisory services to all allocated Diamond customers as concerns telecoms
- Maintain minimal Inactivity/Churn levels within allocated Diamond customer base
- Engage customers in health checks, cross and up selling activities
Premier Customer Complaint Management
- Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
- Resolution of all Premier customer complaints within SLA
- Close looping of all Premier customer complaints within SLA of resolution
- Maintaining tracker to provide MIS on all Premier customer complaints and closures
- Ensure every premier customer is communicated to on receipt of issue within specified timelines
Premier customer inactivity management
- Daily health check on assigned customers
- Visits to a specific Premier customer per quarter
- Daily inactivity tracking of >2 days customers
- Alerting Premier customers to new or improved products and services
- Communicating promotions and changes to customers in a timely way
Premier Customer Engagement
- Implement one DYK campaign monthly to assigned premier customers
- Anniversary greetings to all Premier customers (Birthdays, Weddings etc)
- Driving customer experience of the Customer that is being managed, ensure customer is locked into the Airtel as a brand
- 100% onboarding of new Diamond entrants into Airtel premier
- Email capture Assigned Premier customers
Allocated Customer Collections
- Ensure collection of 99% of monthly invoices on allocated Premier accounts
- Ensure 60% of due date collections on all allocated Premier accounts
- Ensure >1% of bad debt Premier accounts
Desired Skills and ExperienceEducational Qualifications and Functional / Technical Skills
- A recognized university degree
- Customer management / service experience post NYSC (no less than 2 years)
- Excellent Communication skills
- Report writing
- Understand CRM-CEM, Usage and Retention principles
- Presentation making
- Selling and negotiation
- People management
- Understanding of the principles of CRM and Customer Management
- Customer Management skills
- Surveys and research and Trending skills
- Strong Interpersonal Skills & People Centric
- Strong numeric ability
Relevant Experience
- Minimum of one year experience with customer service in a bank
Other requirements
- Eye for details
- Environmental Knowledge particularly of Corporates
- Ability to work under pressure
- Result orientation
- Ability to travel in the course of work requirements
- Good with people – calm mien, good at building relationships,
- Sociable
- Well spoken
- Appearance – formal/customer facing always
- Analytical
- Service orientation
- Achieving Business Success and relationship management
- Delighting the customers
- Proactive and displaying Entrepreneurial Spirit
0 comments :
Post a Comment