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Employer: Airtel Nigeria...

Airtel Nigeria is recruiting for the position of: High Value Experience Executive at Airtel Nigeria

Our Client:
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.

Airtel Nigeria is recruiting to fill the position of:

Job Title: High Value Experience Executive

Location: Nigeria

Job Description

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.

Key Accountabilities

1. 100% on boarding of assigned customer base into the Premier programme

Daily health checks of assigned customers

Strict monitoring of the aged REC, to reduce inactivity to <1%

Daily engagement of customers inactive and active. capture 40% of HV customer Email weekly

Driving customer experience of the Customer, that is being managed, ensure customer is locked into the Airtel Rewardz loyalty programme and liquidates 30% worth of point’s quarterly.

2. Acquire 10 diamond customers monthly on the MGM programme

Customer engagement and relationship management through tele-calling & customer visits

Ensuring RM allocated accounts are mapped to Manager, Loyalty & Retention

Carrying out frequent scheduled visits and calls to determine customer needs

Alerting clients to new or improved products and services

Communicating promotions and changes to customers in a timely way

Maintaining tracker to keep track of all complaints and closures

Engaging with marketing department to be in the loop on new offers for HV customers

Being proactive on customer needs and working with management on upsell opportunities (i.e. in depth knowledge of customer and what they really want)

Decreasing customer complaints ensuring all customer requests are handled in a timely manner and closed within agreed SLA

Providing feedback to customers – proper follow up with cross-functional departments to ensure proper services are provided to customers i.e. billing, activation, provision of services, handling of all customer letters and correspondence

In depth knowledge of the customer characteristics; industry covered, products used i.e. blackberry services, roaming destinations covered, CUG, prepaid, hybrid etc

Assisting in providing regularly scheduled account business reviews with focus on issues reported, resolved, lost business, new business opportunities and customer profitability needs

3. Daily analysis of customer behavioural patterns

Psychographic & demographic profiling of assigned customers

Recommend & carryout on delights campaigns eg; Birthday alerts/ visits, Anniversary offers etc based on customer VOC

Churn management including win-back and retention

MIS reporting for KPI’s

Desired Skills and Experience

Educational Qualifications & Functional / Technical Skills

Minimum of 2 years post NYSC experience in Customer management

Basic SQL skills (preferred)

Excellent excel skills (intermediate)

Proficient in vanity number management (preferred)

Other requirements

Customer Management skills in Private Banking

Proficiency in Hausa Language

Proficient use of the Loyalty Management Solution system

Strong numeric ability

Surveys and research and Trending skills

Strong Interpersonal Skills & People Centric.

Eye for details

Ability to use the Customer Registration machine

Environmental Knowledge particularly of corporate

Communication skills

Application Closing Date
Not Stated

Method of Application

Interested and qualification candidates should

Click here to apply online