Job description
Job Purpose
One of the aspirations that Airtel Africa has set for itself is to be the preferred service provider for the Airtel High Value Base. This person is the primary contact person and will be responsible in servicing all aspects of the high value (HV) customer needs for the Pre-paid and Post-paid high value customers – VIP, Diamond and Platinum.
The relationship manager is customer centric and focused on maintaining high-quality of customer service; develops strong relationships with high value customers to ensure sensitivity to their needs, concerns, and emerging requirements and is readily available to attend to pressing customer challenges at any point in time. Delivery of business KPIs (Key Performance Indicator) like financials, customer experience, revenue generation and process compliance, is critical to this role.
Key Accountabilities
Diamond Customer Management
- Resolution of all allocated Diamond customer issues resolution within approved SLA (FTRs & escalations included)
- Provide advisory services to all allocated Diamond customers as concerns telecoms
- Maintain minimal Inactivity/Churn levels within allocated Diamond customer base
- Engage customers in health checks, cross and up selling activities
- Must be a one stop shop for everything Airtel to the Diamond customer
- Must be the preferred interaction point for the Diamond customer with Airtel
- Provide insights and VOC (voice of customer) to the business on Diamond customer activities
Premier Customer Complaint Management
- Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
- 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
- Maintaining tracker to provide MIS on all Premier customer complaints and closures
Premier customer inactivity management
- Daily health check on assigned customers
- Visits to a specific Premier customer per quarter
- Daily inactivity tracking of >2 days customers
- Alerting Premier customers to new or improved products and services
- Communicating promotions and changes to customers in a timely way
Premier Customer Engagement
- Implement one DYK campaign monthly to assigned premier customers
- 100% onboarding of new Diamond entrants into Airtel premier
- Email capture Assigned Premier customers
- Anniversary greetings to all Premier customers (Birthdays, Weddings etc)
- Driving customer experience of the Customer that is being managed, ensure customer is locked into the Airtel as a brand
Allocated Customer Collections
- 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
Educational Qualifications and Functional / Technical Skills
- 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
Relevant Experience
- Minimum of one year experience with customer service in a bank
Other requirements
- Eye for details
- Environmental Knowledge particularly of Corporates
- Analytical
- Service orientation
- Achieving Business Success and relationship management
- Delighting the customers
- Proactive and displaying Entrepreneurial Spirit
- Ability to work under pressure
- 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
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