DEPARTMENT : Customer Experience

VACANCY : Customer Relationship Executive

LEVEL : Senior Coordinator

LOCATION : Lusaka

JOB PURPOSE

The CRE is customer centric and focused on maintaining high-quality of customer service; develops strong relationships with accounts to ensure sensitivity to the customer’s needs, concerns, and emerging requirements. Delivery of business KPIs like financials, customer experience, revenue generation and process compliance, is critical to this role.

REPORTING TO THE RETAIL MANAGER, THE MAIN DUTIES ARE:

• Providing back-office support to Key Account Managers, managing internal approvals and coordinating activities to ensure smooth onboarding of customer solutions.
• Driving customer experience of Airtel Business corporate accounts, engagement with account leading to higher retention and no bad debts.
• Supporting Key Account Managers with identification of cross sell and upsell of solutions within Corporate Accounts.
• Facilitating monthly service review meetings to highlight new products, SLA performance and collections
• Liaising with Credit Controller to ensure customer accounts are up to date on payments.
• Ensuring all accounts have updated Account development plans.
• Organizing and developing governance structures for all team members that represent the account.
• Monitoring customer behavior through lifecycle reporting and analysis
• Strategizing, implementing & controlling various initiatives for customer complaint reduction & retention.
• Ensuring Root cause analysis is done on customer complaints and reported to the Functional Heads.
• Identifying customer pain points and reviewing them with Process Owners for improvement

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• Degree in Business Administration, Commerce, or related field

Relevant Experience:

• Experience of 2-5 years
• Of these years 1 year should be in sales/marketing

COMPETENCIES REQUIRED FOR THE POST

• Global mindset
• Revenue and profit driven
• Enterprising and Entrepreneurial
• Teamwork and Collaboration
• Results oriented
• Analytical and problem solving
• Networking and inter-personal skills
• Consulting, Facilitation and Selling skills
• Data related technology awareness
• Project and Programme Management
• Presentation skills
• Strong Negotiation skills and assertiveness