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
  

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%