Relationship Executive - Customer In life at Safaricom Kenya

Detailed Description

Reporting to the Team Leader in Customer In-Life, the holder to develop and manage premier customer relations by offering after sales support and dealing with customer escalations within defined SLAs. The holder will also ensure customers receive excellent levels of both service and customer experience across the In-life Management chain for SME.

Roles and Responsibilities

• 100% retention & 5% growth of defined baseline revenue (across all products) within the given period.
• Avert Churn by < 1% of Baseline Revenue
• Minimize Credit Notes for the TML to less than < 0.5% of Baseline Revenue
• Identify opportunities for cross selling, upselling and stimulating organic growth in the accounts under management and assign identified leads.
• Proactive ring fencing strategies with the aid of trend analysis from the CVM team.
• Achieve an NPS of at least 90% as per internal measurement mechanisms and ensure improvement of benchmark NPS.
• Resolution of all support issues within agreed upon timeframes and SLAs; 95% adherence to service level agreements.
• Proactively Initiate customers to Loyalty Contracts and engage customers for redemption.
• Ensure 95% of Customer Base are up to date on their loyalty redemptions.
• Feedback to customers within 2 hours of query or issue resolution.
• If there is potential breach of SLA, give progressive feedback.
• >99% Quality SRs captured on Siebel by raising service requests accurately.
• Compile and send to Line Manager, issues pending past SLA as well as weekly Management report.
• Timely submission of weekly & ad hoc reports.
• Share minutes & meeting notes within 24hours
• Ensure updated SDPs for top 15 are available on shared folder.

QUALIFICATIONS

• A degree or higher Diploma in any Business-related field.
• Strong thinker with a strong business and commercial sense.
• Team player with pleasant outgoing personality & resilience
• Good communication and interpersonal skills
• Proactive, confident, energetic & with ability to work under pressure.
• Strong negotiation skills
• Must demonstrate ability to plan their calendar effectively to accommodate customer visits while maintaining timely resolutions to customer queries
• Business acumen and sound product knowledge
• Understanding of marketing and sales principles
• Excellent business Presentation skills
• Ability to learn and grow within a changing and diverse environment