High Value Relationship Executive at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development.We are recruiting to fill the vacant position below: Job Title: High Value Relationship ExecutiveLocation: NigeriaJob DescriptionThe job holder will be responsible for the servicing of all aspects of the High Value [HV] customer needs, both for the pre-paid and post-paid HV customers i.e. VIP, Diamond & Platinum customersShe/He is expected to be a customer-centric relationship manager focused on maintaining a high-quality of customer service, develop strong relationships with HV customers to ensure sensitivity to their needs, concerns, and emerging requirements and MUST be readily available to attend to pressing customer challenges at any point in time.In addition tp the above, the delivery of business Key Performance Indicators [KPIs] like financials, customer experience, revenue generation and process compliance are critical to the role.Duties and ResponsibilitiesDiamond 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 telecomsMaintain minimal Inactivity/Churn levels within allocated Diamond customer baseEngage customers in health checks, cross and up selling activitiesMust be a one stop shop for everything Airtel to the Diamond customerMust be the preferred interaction point for the Diamond customer with AirtelProvide inisights and VOC to the business on Diamond customer activitiesPremier Customer Complaint Management:Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentationEnsure every premier customer is communicated to on receipt of issue within specified timelinesResolution of all Premier customer complaints within SLAClose looping of all Premier customer complaints within SLA of resolution 5. Maintaining tracker to provide MIS on all Premier customer complaints and closuresPremier customer inactivity management:Daily health check on assigned customersVisits to a specific Premier customer per quarterDaily inactivity tracking of >2 days customersAlerting Premier customers to new or improved products and servicesCommunicating promotions and changes to customers in a timely wayPremier Customer Engagement:Implement one DYK campaign monthly to assigned premier customers100% onboarding of new Diamond entrants into Airtel premierEmail capture Assigned Premier customersAnniversary 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 brandAllocated Customer Collections:Ensure collection of 99% of monthly invoices on allocated Premier accountsEnsure 60% of due date collections on all allocated Premier accountsEnsure >1% of bad debt Premier accounts 

Apply at https://ngcareers.com/job/2017-08/high-value-relationship-executive-at-airtel-nigeria-984/