FIXED RELATIONSHIP MANAGER
A Reputable Multinational Company
JOB PURPOSE
The successful candidate will act as the first point of call for customers and shall own
faults encountered in the process of engagement with the customer and ensure trust is built
in the mind of the customer. He/she will be responsible for managing active and inactive
base of assigned customers to achieve set targets. He/ She is to develop positive
relationships with fixed broadband customers. The role reports to the Base Management
& Commercial Performance Manager.
PERSON SPECIFIC REQUIREMENT
• Excellent communication and presentation skills.
• Planning and good organizational skills.
• Good analytical and reporting skills.
• Excellent numerical acumen.
• Ability to work effectively in a team.
ROLE-SPECIFIC REQUIREMENT
• Responsible for driving customers to undertake revenue-generating activities.
• Delivers Base retention and loyalty campaigns to customers to reduce churn.
• Manages customer life cycle and proactively prompts customers from moving into
inactivity and churn.
• Responsible for new and existing product adoption within the target base.
• Responsible for upselling, cross-selling, and upgrading customers with the aim of
driving overall productivity.
• Champions the delivery of superior customer experience by interacting
professionally and within the boundaries of the Organization’s Customer
experience tenets.
• Owns the end-to-end delivery of customer experience journey for customers
regarding plan change, payments, digital service enrolment, fault management,
general health check, etc.
• Responsible for generating insights from customer engagement to inform product
developments and Base offers.
• Responsible for churning reports on relationship management activities.
• Captures and records in appropriate format customer feedback, behavior, service,
and product pain-points.
MINIMUM QUALIFICATION
• Bachelor’s Degree or HND in Sales and Marketing or any related field.
• Proficiency in Microsoft Office suite. Particularly MS Word and MS Excel.
• Desired experience includes prior roles as an account executive or in other sales
capacities within a service – oriented organization.
• An experience in Telesales and marketing field will be a plus.
