Regional Enterprise Service Manager, Lagos Airtel Nigeria -

 

Regional Enterprise Service Manager, Lagos

Airtel Nigeria - Nigeria

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About this job

Job description

Service Activation Experience

·        Design service delivery model for all new activations based on customer peculiarities

·        Draft welcome letters and communications to all SME, Corporate, Enterprise customers

·        Work with Key Account Managers to drive Enterprise activations in the assigned zones

·        Own the process of activation, migration and deployment of service once sale has been concluded

·        Weekly report on ES service executives' activities

Service Experience & Assurance

·        Process mapping of ES Executives' to accounts and KPI tracking

·        Process improvement and eradication of bottle necks that affect resolution TAT

·        Ensure ES Service Executives allocated accounts conduct scheduled visits and calls to determine customer needs 

·        Visit to customers in cases of disputes/ appreciation

Service Recovery

·        Make recommendations to product owners based on customer behavior through lifecycle reporting and analysis.

·        Strategizing, implementation & controlling various initiatives for customer complaint reduction & retention.

·        Conduct Root cause analysis on customer complaints and highlight insights to the Regional HV Head.

·        Identify customer pain points and review with Process Owners to ensure correctives.

Customer and Service Retention

·        Plan Service Camps targeting top 20/80 accounts within AOP budget 

·        Ensuring and driving quality of interactions from all touch points for Enterprise customers.

·        Organise Quarterly ''Thank you'' forums for customer loyalty

·        Conduct surveys to ascertain level of customer satisfaction

·        Regular review of  ES service executives' assigned accounts

Collection and Revenue Assurance

·        Drive bill collection within Region

·        Ensure closure of all reconcilliation disputes before the next bill cycle

·        Own process for prompt receipt of vendors' required documentation to reduce delays in bill payments

·        Process approvals for all PTP (Promise To Pay) and ensure customer commitment to agreed dates

Desired Skills and Experience

·        3-5 years of Customer service experience

·        Excellent organizational, communication skills, and attention to detail.

·        Advance proficiency in Microsoft Word and Excel

·        Project management skills will be an advantage

·        Good understanding of the Enterprise business

About this company

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, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus. 

A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more Nigerians. 

In Nigeria, Airtel is working tirelessly to live up to an ambitious vision of being the most loved brand in the daily lives of Nigerians as it offers a superior brand experience and a portfolio of innovative products & services ranging from exciting voice solutions to inventive data packages and mobile broadband.