Region: Sub Saharan Africa | Country:
Nigeria
Location(s): Rivers | Job
Type: Full-time
Qualification: BA/BSc/HND | Experience: 3-5years
Date Posted: 14th January 2016 | Closing date:
26th January, 2016
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
Summary
The purpose of this job is to manage the Regional Enterprise
subscriber base (SME, Corporates & Enterprise) in the assigned zone with
the aim of increasing revenue and subscriber count, while reducing churn.
Principal
Functions
Service Activation Experience
- Customer
Onboarding - Welcome letters and calls to new customers across all sectors
– SME, Corporate, Enterprise
- Work
with Key Account Managers to push Enterprise activations in the
assigned zones
- Follow
through with activation, migration and deployment of service
once sale has been concluded
- Activation
of additional services
Service Experience & Assurance
- Close out
all provisioning requests within SLA and priority resolution to
all Enterprise accounts
- Weekly call
visits, crop calls and health checks on assigned customers
- Resolution of
all escalated queries within SLA
- Liaise with
HQ CRM team to ensure accuracy of tariffs and bills of customers; ageing
analysis, dunning cycle etc
- Liaise
with Network team regularly to help ensure Network availability to all
SME, Corporate Enterprise customers
Service Recovery
- Monitor ustomer
behavior through lifecycle reporting and analysis.
- Strategizing,implementation and
controlling various initiatives for customer complaint reduction
& retention.
- Root cause
analysis to be done on customer complaints and highlight the same
to the functional heads.
- Identify customer
pain points and review with Process Owners to enable correctives.
- Coordinating with
various dept. to ensure timely resolution - Monitoring SLA
adherence of all cross-functional departments.
Customer and Service Retention
- Organize
Service Camps in organizations to drive customer experience
- Upsell
exceptional customer service as benefit to prospects
- Ensure proper
dunning cycle
- Quarterly
''Thank you'' forums for customer loyalty
- Ensure
the delivery of new offers, promotions, and giveaways to the customers
on time.
- Customer education
on tariff class, services assigned to accounts, benefits and
redemption of loyalty items
Collection and Revenue Assurance
- Ensure
customers’ bills are promptly delivered within 7 days of bill run
- Liaise
with HQ CRM for the preparation of special bills/ statement for
customers and other requirements that will aid collection
- Engage
customers for collection and follow up with CA for posting of
direct transfers
- Weekly
update of account records to ensure correct details of customer
postal address, email etc for accurate dispatch
- Debt collection
via engaging customers to make payment (e-transfer, cheque or cash)
PTP (Promise To Pay) Customer management
Educational
Requirements/Technical Skills
·
An impressive first degree
Other
Requirements
- Ability
to build strong working relationships, internal and external to the
organization.
- Good
analytical and numerical skills
- High
level of discretion
Relevant Experience,
Skills & Competencies
- 3-5 years of Customer service experience
- Fluency in English
- Excellent organizational, communication skills,and attention to detail.
- Advance proficiency in Microsoft Word and Excel
- Project management skills will be an advantage
Method of
Application
Interested and qualified candidates should apply on LinkedIn
We are an equal opportunity organization and we strongly encourage
women to apply for this position.
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