Brokers Administrator at Concept Nova

Concept Nova is a subsidiary of the Concept Group and is Africa's fastest growing technology solutions company, specialising in Business Intelligence, Asset Management and Remote Monitoring solutions. Concept Nova delivers technology-driven solutions that increases transparency, efficiency, cost savings and revenue generation. Serving over 200 clients across diverse industries, we are changing the face of technology development by delivering premium services at competitive prices.

We are recruiting to fill the position below:

Job Title: Brokers Administrator

Location: Lagos
Employment Type: Full-time

Job Summary

• Managing, supporting and ensuring affiliates (i.e. brokers, Vendors, brand ambassadors, and other partners) satisfaction with regard to Concept Nova offerings.
• Analysis of brokers and affiliates’ feedback and reporting to the unit head to aid managerial and strategic decision making.
• Managing and monitoring engagement of the Affiliates/ Brokers and client at all times.

Duties & Responsibilities

• Client Relationship management.
• Managing, supporting and communicating Affiliates/Brokers’ and satisfaction levels with regards to Concept Nova Brokers Portal.
• Conversion of warm and cold leads to hot leads via optimal and effective relationship management.
• Acquisition of more clients via referral from warm and hot leads as a result of effective relationship management.
• Acquisition of Brokers through effective management of client, thereby creating more awareness and referring clients
• Engaging dissatisfied Brokers & clients adeptly to successfully retain them and secure future business and referrals.
• Cross selling other products and conversion of clients to brokers.
• Aggressive follow-up with pending leads/clients to get them acquainted with our solutions and get in optimal referrals from this channel.
• Content Creation for Prospective and existing clients on a weekly bases.
• Follow up with B2C leads until successful closure.
• Conversion of inactive brokers to active brokers.
• Handle brokers and affiliates’ enquires via phone calls, emails, live chats and social media channels.
• Resolve product and service problems by clarifying the brokers/client complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; accelerating correction or adjustment ; follow up to ensure resolution.
• Engage Brokers and clients at the beginning of their subscription; ensure successful take-up and management of all incidents throughout their subscription from which there might be a risk of dissatisfaction.
• Communicate detailed reports on Brokers and clients requests and feedback to aid strategic and management decisions.
• Sending status and summary report of the broker’s portal on a weekly basis.

Job Description

• % of successful referrals(Brokers and clients)
• Information given
• Turn-around time
• Email backlog
• Closed sales.
• Staff care
• Clients, Brokers & Affiliates Satisfactory level
• Incident Resolution
• Client’s satisfaction improvement.
• Broker’s satisfaction improvement.
• Average time (e.g. in hours) between the occurrence of an incident and its resolution
• Re-subscription from clients with previous incidents.

Key Performance Indicators

• Client Relationship Management
• Client referrals and continued business.
• Acquisition via optimal Client Relationship management.
• Brokers Retention via optimal management of clients referred.
• Leads generated from brokers and clients.

Qualifications / Requirements

• B.Sc in Marketing or any related field of study
• 2 - 5 years work experience.
• Previous experience working in similar role.

Skills / Competencies:

• Excellent communication skills
• Good negotiation / Sales skills
• Great Interpersonal and Relationship skills
• Core Competencies in the use of Microsoft tools

Application Closing Date
15th May, 2023.