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Airtel Nigeria Jobs in Lagos for Manager: High Value Experience

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

Click here to apply

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