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. 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.

Position: High Value Relationship Executive​

Job description

Job 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 high value (HV) customer needs for the
Pre-paid and Post-paid high value customers – VIP, Diamond and Platinum.

The relationship manager 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 (Key Performance Indicator) like financials, customer
experience, revenue generation and process compliance, is critical to
this role.

Key Accountabilities

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
• Must be a one stop shop for everything Airtel to the Diamond customer
• Must be the preferred interaction point for the Diamond customer with Airtel
• Provide insights and VOC (voice of customer) to the business on Diamond customer activities

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

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 >1% of bad debt Premier accounts

Desired Skills and Experience

Educational Qualifications and Functional / Technical Skills

1. Strong Interpersonal Skills & People Centric
2. Strong numeric ability
3. Excellent Communication skills
4. Report writing
5. Understand CRM-CEM, Usage and Retention principles
6. Presentation making
7. Selling and negotiation
8. A recognized university degree
9. Customer management / service experience post NYSC (no less than 2 years)
10. Understanding of the principles of CRM and Customer Management 
11. Customer Management skills
12. Surveys and research and Trending skills
13. People management

Relevant Experience

• Minimum of one year experience with customer service in a bank

Other requirements

1. Eye for details
2. Environmental Knowledge particularly of Corporates
3. Analytical
4. Service orientation
5. Achieving Business Success and relationship management
6. Delighting the customers
7. Proactive and displaying Entrepreneurial Spirit
8. Ability to work under pressure
9. Result orientation
10. Ability to travel in the course of work requirements
11. Good with people – calm mien, good at building relationships, 
12. Sociable
13. Well spoken
14. Appearance – formal/customer facing always

How to Apply

Click here to apply