Enterprise Relationship Executive at Airtel

Job Identification: 525

Job Description

• The purpose of this job is to manage the Regional Enterprise subscriber base (SME, Corporates & Enterprise) for both GSM & Non GSM Services in the assigned zone with the aim of increasing revenue and subscriber count, while reducing churn, as well as ensuring collections on debt for both GSM and Non GSM services provided

Responsibilities
Collection and Revenue Assurance:

• Ensure customers’ bills are promptly delivered within 7 days of bill run
• Prepare special bills/statements in customer specific format -
• Liaise with HQ CRM & Finance for the preparation that will aid collection
• Engage customers for collection and follow up with CA for posting of direct transfers
• Provide weekly update of account records to ensure correct details of customer postal address, email etc. for accurate dispatch
• Bill collection via engaging customers to make payment (etransfer, cheque or cash)
• PTP (Promise To Pay) Customer management

Service Activation Experience:

• Visit Clients on prospective calls with Key Account Manager
• Provide welcome letters and calls to customers across all sectors – SME, Corporate, Enterprise
• Work with Key Account Managers to push Enterprise activations in the assigned zones
• Follow through with activation, migration and deployment of service once sale has been concluded
• Perform Customer Onboarding exercise for all new accounts
• Activate additional services

Service Experience & Assurance:

• Close out all provisioning requests within SLA and priority resolution to all Enterprise accounts
• Conduct weekly calls/visits, crop calls and health checks on assigned customers
• Liaise with HQ CRM & Finance teams to ensure accuracy of tariffs and bills of customers; ageing analysis, dunning cycle etc.
• Liaise with Network team regularly to help ensure Network availability to all SME, Corporate Enterprise customers
• Resolve all escalated queries within SLA

Service Recovery:

• Monitor customer behavior through lifecycle reporting and analysis.
• Identify customers’ pain points and review with Process Owners to enable correctives.
• Coordinating with various depts. to ensure timely resolution -Monitoring SLA adherence of all cross-functional departments
• Conduct root cause analysis on customer complaints and highlight the same to the functional heads.
• Strategize, implement & control various initiatives for customer complaint reduction & retention.

Customer & Service Retention:

• Organize Service Camps in organizations to drive customer experience
• Upsell exceptional customer service as benefit to prospects
• Ensure proper dunning cycle
• Conduct quarterly ''Thank you'' forums for customer loyalty
• Ensure the delivery of new offers, promotions, and giveaways to the customers on time.
• Drive customer enlightenment on tariff class, services assigned to accounts, benefits and redemption of loyalty items.

Qualifications
Educational Qualification:

• Bachelor's Degree in a Social Sciences discipline 

Relevant Experience & Technical Skills:

• 3-5 years of Customer service experience (Experience working in a customer facing role is a must)
• Excellent organizational, communication skills, and attention to detail
• Advanced proficiency in Microsoft Word and Excel
• Project management skills will be an advantage
• Ability to build strong working relationships, internal and external to the organization.
• Good analytical and numerical skills
• High level of discretion
• Must demonstrate interpersonal savvy with the ability to maneuver through complex situations effectively while building constructive relationships
• Ability to build partnerships in a matrix organizational environment.