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. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many “firsts” in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.
A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more nigerians.
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.
Job Title: Manager: High Value Experience
Airtel Nigeria – Lagos
Job description
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 HV customer needs for the Pre-paid and Post-paid high value customers – VIP, Diamond & Platinum
The RM 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 like financials, customer experience, revenue generation and process compliance, is critical to this role.
Premier Customer Complaint Management
Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
Ensure every premier customer is communicated to on receipt of issue within specified timelines
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
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
100% onboarding of new Diamond entrants into Airtel premier
Email capture 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
Diamond 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 Experience
Educational Qualifications & Functional / Technical Skills
A good first degree
Relevant Experience
Customer management / service experience post NYSC (no less than 2 years)
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
Understand CRM-CEM, Usage and Retention principles
Presentation making
Selling and negotiation
People management
Other requirements
Eye for details
Environmental Knowledge particularly of Corporates
Analytical
Service orientation
Achieving Business Success and relationship management
Delighting the customers
Proactive and displaying Entrepreneurial Spirit
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
How to Apply
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