Job Vacancy For HVC Engagement Executive

AT Ghana

  • Accra
  • Permanent
  • Full-time
  • 30 days ago
Job Vacancy For HVC Engagement ExecutiveJob 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: AccraHow To Apply For The JobInterested and qualified applicants should send their Applications & Curriculum Vitae to:Recruitment@at.com.ghKindly indicate the role you are applying for in the email subject.Closing Date: 14 December, 2023Ready 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.

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