AT Ghana Sales / Marketing Jobs in Accra
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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 bases.
- Responsible for the promotion and adoption of self-care by High-Value Customers.
- Maintain a regular schedule of contact with the assigned base.
- Promote benefit partner offers to be assigned base to increase patronage and create stickiness.
- Undertake targeted upselling to assigned segments 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.
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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 service 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
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