Regional Relationship Manager (Platinum)

Full time Econet Wireless Zimbabwe in Customer Care
  • Post Date : January 19, 2023
  • Apply Before : January 25, 2023
  • View(s) 977
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Job Detail

  • Career Level Manager
  • Experience 4 Years
  • Industry Telecommunications
  • Qualifications Bachelor's Degree

Job Description

Job Purpose

  • To support Platinum Customer lock-in strategy by offering differentiated and prioritized relationship-based customer service support. The incumbent will also offer a supportive analytics role in gathering market intelligence and analysing customer behaviour data to inform and influence bespoke product offering for Platinum Customers.

Key Responsibilities

  • Offers differentiated and personalized relationship-based Platinum Customer support.
  • Segments & continuously tracks Regional Platinum subscriber activity.
  • Provides monthly feedback reports on all Platinum Customer activity for the reporting period.
  • Coordinates the on-boarding and de-boarding of Regional Platinum Customers.
  • Offers prioritized support for Platinum Customers’ product and service fulfilment for new and existing products, (e.g., new devices, voice and data roaming, Internet-of-Things (IoT), Maisha etc.)
  • Creates cross-selling opportunities for Platinum Customer and offering them upgrade and migration opportunities; facilitates ease of access to new services and quick adoption by Platinum Customer.
  • Analyze Platinum Customer portfolio to establish the best possible packaging that meets the subscribers needs based on usage history.
  • Implement Regional Platinum Customer engagement events and functions and offers on-demand Platinum support & Product sales at high-profile events.
  • Plan and coordinate Platinum Customer events in liaison with Marketing Department.
  • Works with Customer Experience and quality assurance resources to ensure top-class Platinum Customer service support and differentiated customer experience standards across our Platinum Customer channels and touch points
  • Regularly scan the environment to identify opportunities to improve existing approaches to Platinum Customer management.
  • Measure and track CX metrics on identified transformation opportunities for Platinum Customer experience along with driving continuous process improvement culture.
  • Analyze data and come up with new products and concepts
  • Track and communicate competitor activity, to keep up with market trends and offer the best products.

Qualification, Skills and Experience

  • Degree in Marketing, Sales or equivalent.
  • A relevant postgraduate qualification in Customer Experience Management, Service and/or Business Management will be an added advantage.
  • 2 to 4 years’ working experience within customer service and or customer experience management in the telecoms sector.

 

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