Telephone Account Executive at Safaricom Kenya

Brief Description

Reporting to the Team leader-Telephone Channels, the role holder will manage an assigned Database of customers, to grow the Revenue on each account, increase product penetration, retain the baseline revenue and meet overall NPS target

Telephone Account Executive Job Responsibilities

Retention

• Proactively contact the customers to ensure strong relationship as the first contact for the customer on all issues.
• Track baseline revenue of each account and ensure revenue retention & growth
• Develop, update and maintain an updated database of the Decision Making Unit (DMU) and complete profile of each individual account within the allocated target market list.
• Keep the customer informed on the entire Customer Journey and processes associated with it (on-boarding process, billing process, support process etc.)
• Knowledge about competitors activities, market trends and competitor market share within your target market list
• Timely submission of recurring incidences per account or per escalation type
• Track and report on all churn attempts, clearly indicating reasons for churn and associated  effort to abate churn including success rate

Revenue

• Drive Revenue growth on all accounts and increase product penetration per assigned accounts.
• Identify opportunities for cross-selling and upselling to promote organic growth in the accounts under management and assign identified leads
• Contact all existing customers within the TML (target market list) to cross sell Safaricom products and services
• Generate new leads and referrals through ongoing initiatives. Escalate all leads requiring visits to the respective territory managers
• Educate customers on all our products and services while delivering high quality service to our customers

Customer Satisfaction

• Maintaining strong and deep relationships with accounts under management
• Following through on all issues to ensure closure
• Maintaining communication with the customer throughout the customer journey

Reporting

• Maintain 100% accuracy on reporting on daily customers activities
• Timely submission of reports such as total customers contacted, leads/referrals generated, Customers feedback and profiling reports
• Maintain an accurate contacts database for  regular  & key contacts and information for accounts under management in liaison with the Relationship Manager
• Flag any recurring incidences per account or per escalation type, and send to direct manager
• Prepare a daily report on all incidents reported, escalations and churn alerts

Requirements for the Telephone Account Executive Job 

• Degree from a recognized university; diploma holders with substantial customer care/ Sales experience and an excellent performance track record will be considered;
• 2 years working experience in a customer service environment, or the ability to demonstrate the skills required for the effective supervision of a team;
• Excellent knowledge of Safaricom products and services;
• Excellent knowledge of Safaricom processes policies and procedures;
• Demonstrable good written and verbal communication skills;
• Excellent ‘people skills’ for building relationships with colleagues at all levels;
• Positive, Proactive, confident, energetic and able to work under pressure