Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high spee...
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The purpose of the role is to implement and monitor the Service Delivery strategy in the assigned showroom, ensuring that customers within the territory consistently enjoy a remarkable and positive in-store experience at every point of contact, with complete resolution of their queries.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Showroom profitability and Stock Management (Financials)
- To monitor, ensure adherence to process and as such provide Showroom report of sales, cash monitoring, stock management, petty cash disbursement, reconciliation and retirements. reporting of all activities within Airtel Showroom that directly impacts on company financials such as promos
- Track, Manage and control stock movement within and out of the warehouse
- Ensure availability of all company products and services in assigned Showroom
- Provide comprehensive report of all products and services in the Showroom.
Asset Management
- Manage all company assets in the Showroom.
- Ensure systems and equipment are in working conditions.
- Escalate all Showroom facility issues for prompt resolution.
Customer Experience/ Satisfaction at Showroom (Customer)
- Relationship management: build a strong relationship between Airtel and all its Customers.
- Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making.
Query Resolution and SLA’S (Process)
- Ensure Showroom agents have the required work tools/accesses.
- Ensure that all team members comply with set standards and meet SLA’s.
- Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
- Escalate all issues beyond supervisor’s time and ability
- Ensure all Showroom queries are resolved within the approved SLA.
- Monitor turnaround time for all queries/enquiries and institute process improvement when required.
- Monitor team members and track all pending issues to ensure pending complaints are treated.
Reports
- Daily, weekly and monthly showroom reports
- ERC reconciliation reports
Educational Qualifications
- First degree in any related field
Relevant Experience & Functional / Technical Skills
- Minimum of 2 years work experience in a Customer Service environment.
- Ability to work with minimal supervision
- Good analytic, report writing and problem-solving skills
- Good understanding of business processes
- Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.
Other requirements
- Committed to common goals and values of the organization.
- Passion for customer satisfaction and service delivery
- A strong work ethic with positive attitude.
- Team Leader & Player: Independent, confident and objective
- Attention to detail/ excellent oral and written communication skills.
- Good presentation skills.
- Ability to maintain confidentiality at all times
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The purpose is to plan, monitor and ensure achievement of customer and revenue market share objectives set for state operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Increase revenue earning customer net additions – Prepaid & Postpaid
- Identify and formulate state sales strategies to help drive gross additions
- Supervise health of acquisitions, compliance on activations
- Oversee activating connections as per the stipulated turnaround times
Increase revenue from the State
- Meet the revenue targets for Prepaid and Postpaid in the State
- Focus on revenue growth through Data and Smartphone growth
- Focus on revenue growth by driving high value customers through MNP & Postpaid & Smartphone customers
Expand distribution width and depth
- Identify and formulate state sales strategies to help Drive Distribution across showrooms and Dealer Service Agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network coverage & quality
- Network Optimization
- New Sites ROI and deployment
- Follow through with ZTOs in delivering cell availability, quality of calls and reduction of outages at sites within state
Deliver showroom experience
- Identify and formulate Customer Service Delivery Strategies to help improve Customer Satisfaction scores
- Ensure provision of standard Infrastructure at state showrooms
- Ensure showroom employees are up-skilled in industry training and certifications for the role
Achieve employee engagement scores in line with the engagement target for the state business area
- Continuously motivating the front line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc. from engagement survey
Educational Qualifications
- Bachelor’s degree in Management or related Social Sciences
- Masters in Business Administration would be preferred additional qualification
Relevant Experience
- 10+ years of varied experience in Sales & Marketing with at least 2 years at middle management level handling independent businesses.
- Relevant experience in Telecom industry is desirable
Other Requirements
- Result Orientation
- Great problem-solving skills
- Good communications skills.
- Sound understanding of Sales systems and Process
- Creative self starter
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The job purpose is to coordinate, control, manage, support and track day-to-day network operations in the Zone to ensure optimal network availability, coverage, maintaining target network KPI’s to deliver plus one network quality. Providing local network support for both the Sales and marketing team in the Zones to ensure that network impacting issues are proactively resolved.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Day to day management of all Zonal Network Operations & Maintenance Strategic Partners(SPs) to deliver optimal availability and QoS
- Support the Operational Interface to both internal and external stakeholders especially Commercial teams to ensure customer issues are resolved within acceptable KPIs
- Track Special events calendar with Marketing functions and ensure best in class service during special events within Zone.
- Tracking Zone Network performance (Various KPIs and Network Availability)
- Ensure that special task/project required by HQ Technical is carried out in the Zone.
- Closely working with E//MS Team to develop processes to prevent/reduce network failures
- Tracking and ensuring that Colo Partners deliver on SLAs
- Ensure SAQ activity is up to date (Rental renewal and lease payments with Zonal Finance
- Following with various internal functions, MS Partners, Colo Partners on all issues affecting Radio Network availability, Quality and experience
- Ensure security and community issues do not cause delayed closure of sites
- Advising and ensuring implementation of preventive activities by MS Partners and Colo Partners in order to improve network performance
- Support Periodic audit of all Transmission, Core and Radio Network and preventive maintenance schedule audit
- Ensuring the adherence to applicable regulatory requirements
- Audit and support Zonal spares management to ensure availability of both critical and non critical spares at the Zonal warehouses
- Probes network experience by doing a weekly trending analysis of the volume as well the types of complaints received
- Ensure proactive and continuous improvement of customer experience and perception within zone.
- Daily analysis of worst cells and follows up with MS partners on corrective and preventive measures.
- Ensure power availability of all IBS sites that are not transferred to Tower Company.
- Drive continuous Network improvement of own zone drawing up improvement plan and following up on related functions within network.
Prepare and manage the annual Zonal operating plans OPEX (AOPs) for all the active and passive network systems in Airtel Nigeria (Financial)
- Direct Annual Zonal Operating Plan compilation for Airtel Nigeria Networks
- Direct achievement of Annual Zonal Operating Plan targets and all local and group Operating Expenditure saving initiatives to ensure optimization of all network investments
- Ensure Key focuses on recurring Operating Expenditure.
Drive the end to end process documentation, implementation and compliance to processes, procedures and policies to ensure seamless operations across all SP(Process Management)
- Institute service level agreement measurement methodology to ensure all SPs are accurately measured, rewarded and penalized accordingly
- Identify, document and implement pertinent processes procedures and policies that will continually improve operational efficiency
- To ensure that all network facilities are maintained in adherence to global best practices
Regulatory Compliance
- Ensure that all activities of Operations and Maintenance in the Zone adhere to corresponding regulatory requirements in daily operations.
Partner Management
- Ensure all processes for effective management of Partners.
- Ensuring that Zonal SP requirements receive the necessary support from both the network local and central teams
Educational Qualifications
- Bachelor of Electrical /Electronic Engineering or Telecoms Engineering(Masters Degree in Engineering a plus)
Relevant Experience
- 5-10 years of varied experience in operation and maintenance in the Telecom industry
- 3-5 years managerial/Supervisory experience in a GSM/mobile company
Other requirements
- Analytical and Presentation skills
- Strategic negotiation skills
- Entrepreneurial disposition in decision making and managing resources
- Logical decision making abilities
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The Enterprise Key Account Manager will acquire and retain more corporate customers and increase revenue for the business.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Responsible for the implementation, acquisition & retention strategy for prospective and existing accounts in sector of assignment
- Visit a minimum of 5 Corporate Organizations per day, 25 visits per week, 100 visits per month, therefore for 6 months = 600 visits
- Encourage and develop opportunities to have Airtel presence in all Corporate Organizations in your sector
- Create opportunities to run presentations of Airtel Corporate products to sector of assignment
- Create symbiotic relationships in events sponsorship with Corporate Accounts all in a view to drive sale of our corporate products and revenue growth.
- Create exceptional opportunities to sell special products like E1 PRI, Data Centre Services and Smart Advertising in the sector
- Grow (upsell/cross-sell) the usage of Corporate products in the allocated sector
Responsible for evolving account development plan and relationship management process for accounts in sector of assignment guided by the signed service level agreement
- Drive the sale and activation of the above products across the sector.
- Maintain and manage database of all Corporate customers in your sector
- Update the top 20 accounts KPI dashboard weekly to effectively access Airtel’s RMS.
Responsible for analysis of competitor’s activities as well as relevant market development and proposing pre-emptive counter measures
- Monitor the activities of competition and develop or recommend counter measures to win competition.
- Reporting of various CUG packages by Competition and customers special promotional activities
Responsible for the day to day management of all customer’s concerns and enquires
- Develop good relationship management processes with both existing accounts and prospective customers.
- Liaise with Support teams to ensure prompt and adequate resolution of all customers’ complaints.
Responsible for the weekly and monthly reports on customer activities, bill delivery and collection in the sector of assignment
- Report timely, of all initiatives, potential prospects, queries, challenges, call plan and new sales made in your sector Every Friday 4.30pm
- Follow up with respective Service Executives and Finance to ensure bills are delivered and payments received promptly
Responsible for Revenue Assurance
- Encourage all existing customer to pay their bills timely to avoid barring. Reduce debt portfolio and churn within sector.
- Escalate all price review and service quality issues to avoid churn
Educational Qualifications
- A University Degree in Business Administration, Marketing or related course
Relevant Experience & Functional / Technical Skills
- 8-10 years’ experience in manager level, preferably in middle FMCG, Consumables & telecom
- 8-10 years’ experience in managing Key Accounts
- Adequate product knowledge to sell value to customers
- Presentation Skills
- Relationship Management
- Analytical Thinking
- Proficiency in MS Office
Other requirements
- Achieving Results, & Delighting the Customer
- Team Player; Independent, Confident, and Objective
- Attention to detail
- Excellent oral and written communication skills
- Good presentation skills
- Ready to achieve beyond set target
- Committed to common goals and values of the organization
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The Business Manager, Bauchi will plan, monitor and ensure achievement of customer and revenue market share objectives set for state operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
Increase revenue earning customer net additions – Prepaid & Postpaid
- Identify and formulate state sales strategies to help Drive gross additions
- Supervise health of acquisitions, compliance on activations
- Oversee activating connections as per the stipulated turnaround times
Increase revenue from the state
- Meet the Revenue targets for Prepaid and Postpaid in the State
- Focus on revenue growth through Data and Smartphone growth
- Focus on revenue growth by driving high value customers through MNP & Postpaid & Smartphone customers
Expand distribution width and depth
- Identify and formulate state sales strategies to help drive distribution across showrooms and dealer service agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network coverage & quality
- Network Optimization
- New Sites ROI and deployment
- Follow through with ZTOs in delivering cell availability, quality of calls and reduction of outages at sites within state
Deliver showroom experience
- Identify and formulate Customer Service Delivery Strategies to help improve Customer Satisfaction scores
- Ensure provision of standard Infrastructure at state showrooms
- Ensure showroom employees are up-skilled in industry training and certifications for the role
Achieve employee engagement scores in line with the engagement target for the State Business area
- Continuously motivating the front line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc. from engagement survey
Qualifications
Educational Qualifications
- Bachelor’s degree in Management or related Social Sciences
- Masters in Business Administration would be preferred additional qualification
Relevant Experience
- 10+ years of varied experience in Sales & Marketing with at least 2 years at middle management level handling independent businesses.
- Relevant experience in Telecom industry is desirable
Other requirements
- Result Orientation
- Great problem-solving skills
- Sound understanding of Sales systems and Process
Method of Application
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