Corporate Retention Executive
Airtel Tanzania PLC
Tanzania's leading provider of prepaid, postpaid mobile, Internet services & Mobile Money.
Airtel Tanzania PLC wishes to recruit for a Corporate Retention Executive. The role reports to the Corporate Relationship Manager in Customer Experience Department. He/She will be responsible for responsible for Maintaining high quality of customer service, develops strong relationship with accounts to ensure sensitivity to the customer’s need, concern, and emerging requirements. Delivery of Business KPI’s like financials, customer experience, revenue generations and process complianc
The Role Holder duties will include but not limited to:
1. Facilitation on due date Collection;
- Ensure sample bill done before bill run end of month, perform all checks and share with IT and Team Leaders on any findings for closure.
- Ensure Customer’s contact details are correct
- Cooperate with the CCEs and KAMs on Customer dispute permanent resolution
2. Churn Management & Retention;
- Drive customer experience of assigned portfolio of business accounts improving customer satisfaction and quality of relationship, retention, growth & development, improved collection & reduce bad debts.
- Perform 3 retention calls per day and share weekly report
- Inform customers on new products/services by sending emails. Calls/SMS and communication to KAM
- Perform account analysis on monthly basis based on Revenue per product
- Monthly account reconciliation particular overdue accounts
- Prepare Contract renewal and handle to KAM
- Tracking all expiring contract
- Churn Management including win-back and retention
- Decrease customer complains ensuring all customer request are handled in a timely manner
3. Accurate and Timely reports;
- Provide feedback to customer within SLA
- 100% utilization on ticketing tool (CWM) ensure all cases (Query, Complain & Request) submitted for the resolution within SLA
- HUR reports and issues closure
- Maintains tracker to keep track of all complaints and closures
Academic and Qualifications and Experience:
- Bachelor’s Degree in business or any other related field
- 3-5 years’ experience in credit control/ handling receivables preferably in the Telecom Industry
- Experienced in dealing with Customers
- Very conversant with MS Office package
Competencies and Behavior:
- Able to operate in a performance driven organization
- Good organizational and teamwork skills
- Self-motivated, enthusiastic, energetic
- Attention to detail
- Confident, assertive with good negotiation skills
- Excellent time Management Skills
- Customer-centric
Competencies and Behavior:
- Able to operate in a performance driven organization
- Good organizational and teamwork skills
- Self-motivated, enthusiastic, energetic
- Attention to detail
- Confident, assertive with good negotiation skills
- Excellent time Management Skills
- Customer-centric
Only shortlisted candidates will be contacted.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of, among others, their race, disability, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need
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