In Nigeria, Airtel is working tirelessly to live up to an ambitious vision of being the most loved brand in the daily lives of Nigerians as it offers a superior brand experience and a portfolio of innovative products & services ranging from exciting voice solutions to inventive data packages and mobile broadband.

Position: High Value Relationship Executive

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)
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
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
Premier Customer Complaint Management

Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
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
Ensure every premier customer is communicated to on receipt of issue within specified timelines
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
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
100% onboarding of new Diamond entrants into Airtel premier
Email capture Assigned Premier customers
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
Desired Skills and ExperienceEducational Qualifications and Functional / Technical Skills

A recognized university degree
Customer management / service experience post NYSC (no less than 2 years)
Excellent Communication skills
Report writing
Understand CRM-CEM, Usage and Retention principles
Presentation making
Selling and negotiation
People management
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
Relevant Experience

Minimum of one year experience with customer service in a bank
Other requirements

Eye for details
Environmental Knowledge particularly of Corporates
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
Analytical
Service orientation
Achieving Business Success and relationship management
Delighting the customers
Proactive and displaying Entrepreneurial Spirit
How to Apply

All qualified candidates should click here http://iportalnews.com/graduate-relationship-executive-job-vacancy-at-airtel-nigeria/

Direct link to the job

https://www.linkedin.com/jobs2/view/71827414?trk=vsrp_jobs_res_name&trkInfo=VSRPsearchId%3A738996191441375414446%2CVSRPtargetId%3A71827414%2CVSRPcmpt%3Aprimary