Latest Job Vacancy for High Value Relationship Officer  at Airtel Nigeria (Airtel Networks Limited)

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.Job Title:  High Value Relationship Officer Job DescriptionThe successful candidate will be the primary contact person responsible for the servicing of all aspects of the HV customer needs for the pre-paid and post-paid high value customers – VIP, Diamond & Platinum  The relationship manager MUST be customer centric and focused on maintaining high-quality of customer service;  developing strong relationships with high value customers, ensuring adequate sensitivity to their needs, concerns, and emerging requirements, and be readily available to attend to pressing customer challenges at any point in time.    Delivery of business key performance indicators like financials, customer experience, revenue generation and process compliance are critical to this role.Duties and Responsibilities:Customer Complaint Management -   Log/Track all premier customer  complaints and enquiries to ensure closure and proper documentationMaintain tracker to provide MIS on all Premier customer  complaints and closures Ensure 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 resolutionCustomer Inactivity Management -   Daily health check on assigned customers Communicate promotions and changes to customers in a timely way Alert premier customers  to new or improved products and servicesVisit a specific premier  customer per quarter Daily inactivity tracking of >2 days customersCustomer Engagement -   Implement one DYK campaign monthly to assigned premier customers100% onboarding of new entrants into Airtel premierEmail capture assigned premier customersAnniversary greetings to all premier customers (Birthdays, Weddings etc)Driving customer experience; ensure customer is locked into the Airtel as a brandCustomer Collections & Operations -   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 accountsExecution of assigned premier operational tasksExecution of assigned premier process improvement initiatives and projects within the Airtel premier and HV space  

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