Officer - High Value Experience 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.

Airtel Nigeria is recruiting to fill the position below:

Job Title: Officer: High Value Experience

Job ID: 6734735
Location: Lagos (Nigeria)

Job Description
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.

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 Service Level Agreement
• 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, Closed User Groups, 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

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 the Voice of the Customer
• Churn management including win-back and retention
• Reporting for Key Performance Indicators

Desired Skills & 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 (Behavioural etc.)

• Customer Management skills
• Proficient use of the LMS system
• Strong numeric ability
• Surveys and research and Trending skills
• Strong Interpersonal Skills & People Centric.
• Eye for details
• Ability to use the KYC machine
• Environmental Knowledge particularly of corporate
• Communication skills

Application Closing Date
20th August, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply