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.
We are recruiting to fill the vacant position below:
Job Title: High Value Relationship Executive
Location: Nigeria
Job Description
The job holder will be responsible for the servicing of all aspects of the High Value [HV] customer needs, both for the pre-paid and post-paid HV customers i.e. VIP, Diamond & Platinum customers
She/He is expected to be a customer-centric relationship manager focused on maintaining a high-quality of customer service, develop strong relationships with HV customers to ensure sensitivity to their needs, concerns, and emerging requirements and MUST be readily available to attend to pressing customer challenges at any point in time.
In addition tp the above, the delivery of business Key Performance Indicators [KPIs] like financials, customer experience, revenue generation and process compliance are critical to the role.
Duties and Responsibilities
Diamond Customer Management:
Resolution of all allocated Diamond customer issues resolution within approved SLA (FTRs & escalations included)
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
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 inisights and VOC to the business on Diamond customer activities
Premier Customer Complaint Management:
Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
Ensure every premier customer is communicated to on receipt of issue within specified timelines
Resolution of all Premier customer complaints within SLA
Close looping of all Premier customer complaints within SLA of resolution 5. Maintaining tracker to provide MIS on all Premier customer complaints and closures
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
100% onboarding of new Diamond entrants into Airtel premier
Email capture 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
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
Relevant Skill and Experience
A recognized university degree
Customer management /Service experience post NYSC (no less than 2 years
Understanding of the principles of CRM and Customer Management
Customer Management skills
Survey and research and Trending skills
Strong Interpersonal Skills & People Centric
Strong numeric ability
Excellent Communication skills
Report writing
Understand CRM-CEM, Usage and Retention principles
Presentation making
Selling and negotiation
People management
Eye for details
Proactive and displaying Entrepreneurial Spirit
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,