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Seniority (Business, strategic management, Telecommunications)
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Airtel Nigeria
Telecommunications
Description
Qualifications
- A recognized university degree
Relevant & Functional / Technical Skills
- 3-5 years of relevant experience, post NYSC
- 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
Responsibilities
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
Premier Customer Complaint Management
- Log/track all premier customer complaints and enquiries to ensure closure and proper documentation
- Ensure every premier customer is contacted upon receipt of an issue within the specified timelines.
- Resolution of all Premier customer complaints within SLA
Premier Customer Inactivity Management
- Daily health check on assigned customers
- Visits to a specific Premier customer per quarter
- Daily inactivity tracking of >10 days customers
- Alerting premier customers to new or improved products and services
- Communicate 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
- Anniversary greetings to all premier customers (Birthdays, Weddings etc)
- Driving customer experience of the customer that is being managed, and 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 bad debt for Premier accounts remains below 1%
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