HVC Engagement Executive - AT Ghana

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.
  
  

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