affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development.
Job Title: High Value Relationship Officer
Job Description
The successful candidate will be the primary contact person responsible for the servicing of all aspects of the HV customer needs for the pre-paid and post-paid high value customers – VIP, Diamond & Platinum
The relationship manager MUST be customer centric and focused on maintaining high-quality of customer service; developing strong relationships with high value customers, ensuring adequate sensitivity to their needs, concerns, and emerging requirements, and be readily available to attend to pressing customer challenges at any point in time.
Delivery of business key performance indicators like financials, customer experience, revenue generation and process compliance are critical to this role.
Duties and Responsibilities:
Customer Complaint Management -
Log/Track all premier customer complaints and enquiries to ensure closure and proper documentation
Maintain 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
Resolution of all Premier customer complaints within SLA
Close looping of all Premier customer complaints within SLA of resolution
Customer Inactivity Management -
Daily health check on assigned customers
Communicate promotions and changes to customers in a timely way
Alert premier customers to new or improved products and services
Visit a specific premier customer per quarter
Daily inactivity tracking of >2 days customers
Customer Engagement -
Implement one DYK campaign monthly to assigned premier customers
100% onboarding of new entrants into Airtel premier
Email capture assigned premier customers
Anniversary greetings to all premier customers (Birthdays, Weddings etc)
Driving customer experience; ensure customer is locked into the Airtel as a brand
Customer Collections & Operations -
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
Execution of assigned premier operational tasks
Execution of assigned premier process improvement initiatives and projects within the Airtel premier and HV space
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
Eye for details
Environmental Knowledge particularly of Corporates
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
Surveys 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
