Our Client, a leading Telco Company, is seeking to recruit a suitable candidate for the following position;
Relationship Manager
Reports to:
Customer Relationships & Experience Manager
Job
Purpose:
One of the aspirations that Our Client
has set for itself is to be the preferred service provider for the
Business base. This person is the primary contact person along with the
Key Account Manager (KAM) and will be responsible for servicing all aspects of
customer business for business customers – Corporate, MNC’s, Public Sector, SME
& HNI.
The RM/CRE is customer-centric and
focused on maintaining high-quality customer service; and 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.
Duties & Responsibilities
Drive customer experience of an
assigned portfolio of key large accounts improving customer satisfaction and
quality of relationships, retention, growth & development, improved
collections & reduced bad debt, and improved supplier ranking.
Customer engagement at a set frequency
(i.e. daily, weekly, and monthly calling & visiting plans).
Frequent scheduled visits and calls to
determine customer needs.
Alerts clients to new or improved
products and services.
Communicate promotions and changes to
customers in a timely way.
Maintains a tracker to keep track of
all complaints and closures.
Be proactive on customer needs and
work with management on up-sell opportunities (i.e. in-depth knowledge of
customers and what they really want).
Decrease customer complaints ensuring
all customer requests are handled in a timely manner.
Providing feedback to customers –
proper follow-up with the cross-functional department to ensure proper services
are provided to customers i.e. billing, activation, provision of services
handles all customer letters and correspondence.
In-depth knowledge of the customer
account such as preferences and products used i.e. roaming destinations
covered, GSM and fixed services, mobile money, etc.
Assist in providing regularly
scheduled account business reviews with a focus on issues reported, resolved,
lost business, new business opportunities, and customer profitability needs.
Periodically participate in sales
meetings to enable a stronger working relationship with KAM’s.
Complete closure of points and close
looping.
Quarterly/monthly account
reconciliation.
Dispute resolution & closure
ownership.
Ensure collections within the assigned
portfolio.
Churn management including win-back
and retention.
MIS reporting for KPI’s, to date customer
records as per set guidelines.
Key KPIs:
Retention (churn prevention)
Quality & depth of relationships
Growth & development of an
assigned portfolio
Collections (recovery) & bad debt
Market intelligence/awareness
Key Skills:
Time Management / Timekeeping
Planning & Organization Skills
Communication & presentation
Teamwork / Team Player
Networking / Building relationships
Customer Centric
Knowledge Base:
Departmental systems, tools &
processes
Business Solutions
Industry news
Competition news
Customer & customer news
Attributes & Behaviour:
Customer Centric with business acumen
Mature disposition, service-oriented,
good operating comfort on Microsoft Office
Readily available to address customer
issues
Ability to work seamlessly across verticals
when dealing with customer concerns
Ability to work under pressure
Customer Management skills
Strong interpersonal and communication
skills – both written and verbal
Excellent organizational,
interpersonal, and networking skills
Educational Qualifications:
Undergraduate level in a recognized
university in the field of humanities/commerce/social sciences
Relevant Experience:
3-5 Work experience in customer-facing
roles within hospitality or other service industry
How to Apply
Send your updated CV to recruitment@sheerlogicltd.com on or before 06/02/2024.
Kindly indicate the job title in the
subject line: RELATIONSHIP
MANAGER.
(Only shortlisted candidates will be contacted.)
