High Value Relationship Officer - Lagos Mainland

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,
rnaffordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development.
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rnJob Title: High Value Relationship Officer
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rnJob Description
rnThe successful candidate will be the primary contact person responsible for the servicing of all aspects of the HV customer needs for the pre-paid and post-paid high value customers – VIP, Diamond & Platinum
rnThe relationship manager MUST be customer centric and focused on maintaining high-quality of customer service; developing strong relationships with high value customers, ensuring adequate sensitivity to their needs, concerns, and emerging requirements, and be readily available to attend to pressing customer challenges at any point in time.
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rnDelivery of business key performance indicators like financials, customer experience, revenue generation and process compliance are critical to this role.
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rnDuties and Responsibilities:
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rnCustomer Complaint Management -
rnLog/Track all premier customer complaints and enquiries to ensure closure and proper documentation
rnMaintain tracker to provide MIS on all Premier customer complaints and closures
rnEnsure every premier customer is communicated to on receipt of issue within specified timelines
rnResolution of all Premier customer complaints within SLA
rnClose looping of all Premier customer complaints within SLA of resolution
rnCustomer Inactivity Management -
rnDaily health check on assigned customers
rnCommunicate promotions and changes to customers in a timely way
rnAlert premier customers to new or improved products and services
rnVisit a specific premier customer per quarter
rnDaily inactivity tracking of >2 days customers
rnCustomer Engagement -
rnImplement one DYK campaign monthly to assigned premier customers
rn100% onboarding of new entrants into Airtel premier
rnEmail capture assigned premier customers
rnAnniversary greetings to all premier customers (Birthdays, Weddings etc)
rnDriving customer experience; ensure customer is locked into the Airtel as a brand
rnCustomer Collections & Operations -
rnEnsure collection of 99% of monthly invoices on allocated premier accounts
rnEnsure 60% of due date collections on all allocated premier accounts
rnEnsure >1% of bad debt premier accounts
rnExecution of assigned premier operational tasks
rnExecution of assigned premier process improvement initiatives and projects within the Airtel premier and HV space
rn Relevant Skill and Experience
rnA recognized university degree
rnCustomer management / service experience post NYSC (no less than 2 years)
rnUnderstanding of the principles of CRM and Customer Management
rnCustomer Management skills
rnEye for details
rnEnvironmental Knowledge particularly of Corporates
rnResult orientation
rnAbility to travel in the course of work requirements
rnGood with people – calm mien, good at building relationships
rnSociable
rnWell spoken
rnAppearance – formal/customer facing always
rnSurveys and research and Trending skills
rnStrong Interpersonal Skills & People Centric
rnStrong numeric ability
rnExcellent Communication skills
rnReport writing
rnUnderstand CRM-CEM, Usage and Retention principles
rnPresentation making
rnSelling and negotiation
rnPeople management
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