Customer Relationship Executive - AT Ghana

The successful candidate will join our team as a Customer Relationship executive in the Customer Experience department. (S)He will report to the Customer Engagement manager and will be responsible for the provision of world-class customer service to all enterprise customers.

Key Responsibilities

• Assist in the management of the relationship between AT and its enterprise customers by maintaining regular contact with customers to ensure satisfaction.
• Assist in the development and amendment of policies and procedures that ensure and promote customer intimacy for Enterprise Customers.
• Maintain a regular schedule of customer engagement activities through health checks, service reviews, service camps etc.
• Alert customers to new or improved products/services; and develop relationships with customers.
• Assist in the administering of surveys, collecting data and feedback from customers at an intimate level on concerns/issues.
• Assist in the development of customer retention programs for Enterprise customers.
• Ensure that complaints or trouble reports from Enterprise customers are fast-tracked and resolved in a timely fashion.
• Assist in ensuring that accurate bills are sent to Enterprise customers on time.
• Ensure enterprise customers pay their bills on time through dunning calls.
• Provide support to the B2B Sales team for up-selling of products to enterprise customers.
• Prepare periodic and regular reports on Enterprise customers for decision-making.

Qualification Required & Experience

• A University degree in any field but emphasis on Marketing, Business Studies, or related fields.
• A minimum of Two (2)- Three (3) years relevant experience in similar role or B2B corporate relationship building.
• Excellent knowledge of B2B Products and Service offerings, policies, and procedures.
• Exceptional understanding of customer service principles.
• Proven experience in customer-facing environment.
• Proven experience of operating in a rapidly changing environment, such as a major corporate reorganization or start up.
• Advanced Excel (Pivot tables, Macros) Essential.

CORE COMPETENCIES

• Commitment to customer satisfaction and superior service delivery
• Excellent people skills
• Good selling skills
• Must be highly methodical and analytical.
• Excellent and effective communication skills, both orally and in writing
• Ability to work under pressure.
• Good communicator at all levels
• Confidentiality
• Solid knowledge of CEX including T-NPS and CES.
• Patient
• Assertive
• Discreet
• Empathetic and Sensitive
• Self–motivated
• Ability to work flexible hours.
• Objective, Integrity, High Energy
• Excellent organizational, communication, interpersonal skills and listening skills.
• Attention to detail and follow-through.
• Ability to remain calm in times of crisis and have flexibility regarding job assignments.
• Strong understanding of the AT culture

Location: Accra