AT, formerly AirtelTigo, is seeking to hire a Customer Relationship executive.
The successful candidate will join our team as a Customer Relationship executive in the Customer Experience department. (S)He will report to the Customer Engagement manager and will be responsible for the provision of world-class customer service to all enterprise customers.
Key Responsibilities
- Assist in the management of the relationship between AT and its enterprise customers by maintaining regular contact with customers to ensure satisfaction.
- Assist in the development and amendment of policies and procedures that ensure and promote customer intimacy for Enterprise Customers.
- Maintain a regular schedule of customer engagement activities through health checks, service reviews, service camps etc.
- Alert customers to new or improved products/services; and developing relationships with customers.
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- Assist in the administering of surveys, collecting data and feedback from customers at an intimate level on concerns/issues.
- Assist in the development of customer retention programs for Enterprise customers.
- Ensure that complaints or trouble reports from Enterprise customers are fast tracked and resolved in a timely fashion.
- Assist in ensuring that accurate bills are sent to Enterprise customers on time.
- Ensure enterprise customers pay their bills on time through dunning calls.
- Provide support to the B2B Sales team for up selling of products to enterprise customers.
- Prepare periodic and regular reports on Enterprise customers for decision making.
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Qualification Required & Experience
- A University degree in any field but emphasis on Marketing, Business Studies, or related fields.
- A minimum of Two (2)- Three (3) years relevant experience in similar role or B2B corporate relationship building.
- Excellent knowledge of B2B Products and Service offerings, policies, and procedures.
- Exceptional understanding of customer service principles.
- Proven experience in customer facing environment.
- Proven experience of operating in a rapidly changing environment, such as a major corporate reorganization or start up.
- Advanced Excel (Pivot tables, Macros) Essential.
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CORE COMPETENCIES
- Commitment to customer satisfaction and superior service delivery
- Excellent people skills
- Good selling skills
- Must be highly methodical and analytical.
- Excellent and effective communication skills, both orally and in writing
- Ability to work under pressure.
- Good communicator at all levels
- Confidentiality
- Solid knowledge of CEX including T-NPS and CES.
- Patient
- Assertive
- Discreet
- Empathetic and Sensitive
- Self–motivated
- Ability to work flexible hours.
- Objective, Integrity, High Energy
- Excellent organizational, communication, interpersonal skills and listening skills.
- Attention to detail and follow-through.
- Ability to remain calm in times of crisis and have flexibility regarding job assignments.
- Strong understanding of the AT culture
Location: Accra
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How To Apply For The Customer Relationship Executive Position At AirtelTigo
Interested and qualified applicants should send their Applications & Curriculum Vitae to:
Kindly indicate the role you are applying for in the email subject.
Closing Date: 07 July 2023
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