Client Relations Officer at Netcom Africa

Objective & Summary 

• This is an Operational Account manager administrator (Client relations) and post sales position designed to support commercial manager to give a higher level of client relations with ultimate goal of increasing revenue. He/She reports to the Senior Manager, Team Lead – Client Relations Unit and Assigned BDAM.

Key Duties & Responsibilities 

• Administrative support for the assigned Commercial Account Managers. 
• Create Tickets on the CRM. 
• Follow up with Operation team on new requests and new activations. 
• Ensure communicated timelines/SLA by the Project engineering team are met by proactively following up. 
• Embody the 3 Core Pillars of the company’s culture. 
• Provide detailed updates on delays to all stakeholders. 
• Management of client account details and ensuring they are up to date (KYC). 
• Weekly health checks- to ensure all clients being managed are contacted within the quarter 
• Upsell to existing clients. 
• Follow up with Support team on issues raised by existing client updating the Commercial Account Managers. 
• Assist support and best manage outages or maintenance activities. 
• Introducing a newly assigned Commercial Account Manager to newly assigned Clients. 
• Generate weekly report on ticket created, new activation as captured in the CRM. 
• Ensure that record databases are updated and maintained monthly. 
• Ensure all the required documentation for onboarding a new customer is included in an SAR (KYC, Signed SO, Signed Service contract or SLA). 
• Ensure the BDD report for Management meeting is done error free. 
• Follow up with client issues and ensure appropriate closure.
• Relationship Mgt – internal (liaise, collaborate) 
• Finance on the workflow of SAR – new deals, upgrades, demos, downgrades, modifications, change management forms, etc. Day to day operational business solutions interface between departments. Legal to ensure the aspects of contract, signing, service contracts, revisions are done. Ensure SLA are all updated and documented.

Requirements

Essential Skills / Knowledge 

• Experience with both Microsoft operating system and Apple operating system. 
• Strong verbal and written communication. 
• Good presentation skills for business reports. 
• Ability to organize and conduct purposeful Departmental/ Unit meetings.

Desirable Skills / Knowledge 

• General knowledge of ICT solutions. 
• Knowledge of Nigerian Telecoms Market. 
• Strong administrative skills. 
• Good understanding of Microsoft operating systems. 
• Able to use properly MS Word, Excel and Power-point.

Education and / or Professional Qualification 

• Undergraduate degree qualification essential. 
• Accreditation to professional bodies. 
• Certified Office Administrator.