Career Opportunity at Airtel

Job Purpose

The purpose of this job is to manage the Regional Enterprise subscriber base (SME, Corporates & Enterprise) in the assigned zone with the aim of increasing revenue and subscriber count, while reducing churn.

Key Accountabilities

Service Activation Experience

1. Customer Onboarding - Welcome letters and calls to new customers across all sectors – SME, Corporate, Enterprise
2. Work with Key Account Managers to push Enterprise activations in the assigned zones
3.  Follow  through with activation, migration and deployment of service once sale has been concluded
4. Activation of additional services 

Service Experience & Assurance

1. Close out all provisioning requests within SLA and priority resolution to all Enterprise accounts
2. Weekly call visits, crop calls and health checks on assigned customers
3. Resolution of all escalated queries within SLA
4. Liaise with HQ CRM team to ensure accuracy of tariffs and bills of customers; ageing analysis, dunning cycle etc
5. Liaise with Network team regularly to help ensure Network availability to all SME, Corporate Enterprise customers 

Service Recovery

1. Monitor ustomer behavior through lifecycle reporting and analysis.
2. Strategizing,implementation and controlling various initiatives for customer complaint reduction & retention.
3. Root cause analysis to be done on customer complaints and highlight the same to the functional heads.
4. Identify customer pain points and review with Process Owners to enable correctives.
5. Coordinating with various dept. to ensure timely resolution - Monitoring SLA adherence of all cross-functional departments. 

Customer and Service Retention

1. Organize Service Camps in organizations to drive customer experience
2. Upsell exceptional customer service as benefit to prospects
3. Ensure proper dunning cycle
4. Quarterly ''Thank you'' forums for customer loyalty
5. Ensure the delivery of new offers, promotions, and giveaways to the customers on time.
6. Customer education on tariff class, services assigned to accounts,  benefits and redemption of loyalty items 

Collection and Revenue Assurance

1. Ensure customers’ bills are promptly delivered within 7 days of bill run
2. Liaise with HQ CRM for the preparation of special bills/ statement for customers and other requirements that will aid collection
3. Engage customers for collection and follow up with CA for posting of direct transfers
4. Weekly update of account records to ensure correct details of customer postal address, email etc for accurate dispatch
5. Debt collection via engaging customers to make payment (e-transfer, cheque or cash) PTP (Promise To Pay) Customer management