Key Account Manager - Relations at Airtel
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Recommended:
Clean Bills and minimized bill disputes
- Cooperate with Credit Control and KAMs on account reconciliation and clean Up
- Ensure all changes, deactivations and cancellations are attended as communicated by the customer
- Ensure the customers contact details are always and correctly updated in the system for correct delivery of E-Bills and KCI
Churn Management
- Drive customer involvement of the assigned portfolio of business accounts.
- Perform 10 health check calls per day
- Perform 5 customer visits per week
- Highlighting and closing all issues escalated by the customers on service disappointments and complaints
Customer Retention and Support
- Assist customer with services upgrades and Additional requests of customers
- Ensuring assigned base is at 100% Biometric registration compliant
- Decrease customer complaints by offering the customer permanent solutions for excellent customer experience
- Manage transitional large, acquired accounts
Reports and Delivery
- Tagging/ Recording all cases escalated through corporate helpdesk in CRM and timely closure of tickets
- Ensuring all customer escalations and complaints are handled in a timely manner
- High Usage Reports and RACE issues raised are closed timely
- Submission of reports on the daily calls and visitations along with the issues raised by the customers
Qualifications
Educational Qualifications & Functional/Technical Skills
- University Degree in Business Administration, Accounting, Finance or equivalent
- IT Literacy
- Basic knowledge in Microsoft Office, Accounting and reconciliation
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Relevant Experience
- 3 years’ experience in dealing with customer relations
- 1-2 years’ experience in credit control/ handling receivables/ Customer relations
- Strong Analytical skills and problem-solving skills
- Excellent and effective communication skills, both orally and in writing
Other requirements
- Strong commercial acumen and able to identify sales opportunities
- Performance driven
- Moral and ethical Cultured
- Not fazed by pressure, always deliver on promises
- Strategic thinking
- Flexibility
- Ability to concentrate & control emotions
How to Apply:
To submit your application, please follow the link provided below.
CLICK HERE TO APPLYSolutions Specialist at Airtel
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Pre-Sales
- Provide presales design support for fixed data networks, business mobility, and value-added solutions for new and existing customers seeking Airtel Business Africa Solutions, aiding the sales process.
- Support sales by positioning project management and service management services to customers to facilitate progression or closure of Airtel Business Africa Solutions deals.
- Collaborate with the sales team to identify potential customers and understand their specific business needs and challenges.
- Support connectivity gross Adds and
overall enterprise revenue growth by identifying and developing
opportunities for both new and existing customers.
- Maintain a high level of technical expertise in all Airtel Business products, services, and solution sets, including:
Fixed data networks (Fiber, microwave, satellite) and business mobility solutions for enterprise and wholesale customers. - NaaS/SDWAN, security, cloud, communication and collaboration platforms.
- Service management.
- Maintain a high level of technical expertise in all Airtel Business products, services, and solution sets, including:
SLA Management
- Perform the role of project manager for each sales deal ensuring the customer’s product is delivered efficiently and timely.
- Ensure the agreed upon KPIs for the customer’s solution are met.
- Hold the service implementation and maintenance teams accountable for customer service satisfaction.
- Keep track of Enterprise circuits and database including Technical and commercial details.
- Ensure adequate forecasting of enterprise order by monitoring sales pipeline and providing inputs to demand plan for enterprise network materials.
- Provide post-sales support to customers, including technical troubleshooting and customer training, ensuring their satisfaction with the product or service.
Customer Requirement Analysis
- Consistent delivery of quality service to new and existing customers ensuring customer satisfaction ratings are met or exceeded.
- Craft compelling presentations and product demonstrations, showcasing how Airtel solutions can deliver value and solve customer problems.
- Maintain a thorough understanding of the external tools that are required in conjunction with internal tools, systems, and processes to develop quality / approved technical proposals to customers.
- Ability to interface with customers as required in support of internal sales, operational personnel, or established third party relationships.
- Soliciting and logging client feedback and evaluating the data to create new sales and marketing strategies to target customers.
Process Management & Documentation
- Ensure proper technical business records are kept and updated routinely.
- Maintain and develop the required knowledge and skills by attending relevant training courses, meetings, and workshops.
- Growth of quality reusable documentation in the Bid Management Repository in support of proposal development efficiency gains.
- Contribution to the Knowledge Management – Bid Management Repository
Qualifications
Educational Qualifications & Functional/Technical Skills
- Bachelor’s degree in electrical engineering, Telecommunications Engineering, Computer Engineering, or equivalent qualification in Information Technology
- Previous experience in Pre-sales, Solution architect, or any other similar role
Other (Added advantage);
- Professional certification in either Networking, Cloud, Security or relevant area
- PMP certification (or equivalent for project management)
- Sales Process Knowledge (B2B) training
- Communication & Presentation Skills training
- Stakeholder Management training
- Project & Time Management training
- Commercial Awareness training
- Collaboration and Teamwork training
Required Experience Skills critical to the role
- 3-5 years’ experience as solutions specialist from Telecommunications industry
- Strong technical background and ability to understand complex technical concepts and effectively communicate them to both technical and non-technical audiences. Engage and partner with customer at a detailed technical level.
- Deliver high value, project management services as appropriate.
- Demonstrable experience in presenting technical products and services to customers, providing expert advice, and troubleshooting customer queries.
- Strong problem-solving and analytical skills, with the ability to identify customer needs and propose innovative solutions.
- Self-motivated and target driven.
- Ability to work independently and collaboratively within a team.
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Other requirements (Behavioral etc.)
- Proactive
- Decisive
- Adaptable to change
- Integrity
- Detail Conscious
- Self-motivation and drive
- Assertive
- Extremely organized and efficient on time management
- High on result orientations
- High leadership capabilities
How to Apply:
To submit your application, please follow the link provided below.