High Value Relationship Officer at Airtel

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

• 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 spac

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
• 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
• 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

Vacancy closes 25th July 2016