Airtel Nigeria, Recruiting Officers - High Value Experience

Airtel Nigeria is recruiting to fill the position below;
Airtel Nigeria, Recruiting Officers - High Value Experience
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 li="">
• 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

How To Apply
Interested and qualified candidates should:
Click Here To Apply Online

Application Deadline Date
Closes by 20th August, 2013.