Job Summary

• The successful candidate will join our team as an Executive for High Value Customer Engagement in the Customer Experience department.
• (S)he will report to the HVC Engagement manager and will provide clients relationship management for high value and premier customers.

Key Responsibilities

• Work closely with HV Customer Engagement Manager to deliver exceptional customer experience through effective management of selected high value customer segments.
• Client relationship management for High Value Customers including Premier customers.
• Monitoring and analyzing usage trends of High Value Customers to ensure maintained or increased customer usage to boost revenue.
• Conduct health checks and insights on assigned base.
• Responsible for the promotion and adoption of self-care by High Value Customers.
• Maintain a regular schedule of contact with assigned base.
• Promote benefit partner offers to be assigned base to increase patronage and create stickiness.
• Undertake targeted upselling to assigned segment based on LOU and ARPU in the bid to increase usage.
• Conduct insights on engaged customers for feedback.
• Provide L1 support to HVC and ensure that L2 and L3 HVC tickets are resolved within SLA.
• Ensure good ratings on CES and T-NPS.

Qualification Required & Experience

• A University Degree in any field with emphasis on Economics, Social Sciences, Marketing, or related disciplines from a recognized University.
• A minimum of One (1) year experience in High Value Customer management or Two (2) years in a customer operation.
• Good problem-solving abilities.
• Excellent Personal and interpersonal skills.
• Excellent product and services knowledge.

CORE COMPETENCIES

• Strong working knowledge in High Value Customer Management.
• Analytical
• Solid knowledge of CEX including T-NPS and CES.
• Excellent knowledge in customer complaint management /process
• Excellent planning skills
• Assertive
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing
• Culture sensitivity

Key KPIs

• HVC Engagement KPIs
• T-NPS/CES Scores

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@at.com.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 14 December, 2023

Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents our values, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.