Role Purpose Objective Contributing to Tigo’s strategic goals Continually improving the present (and future) performance of Tigo Rwanda Creating team spirit based on the Tigo Values Visiting Corporate clients on a monthly basis Inform clients about new products or services from Tigo Ensuring customer loyalty and leading Tigo customer loyalty programs Sharing customer feedback and insights to relevant partners Ensuring payments by all Corporate Clients inside their portfolio Optimizing customer contacts and up selling/cross selling Achieve the sales objectives for the team Participate in all training and have a knowledge of all Tigo products and services Prepare and send the daily, weekly and monthly reports asked by Management Manages retention policy Key Responsibilities Core tasks & responsibilities Teamplayer Is responsible for an effective flow of information and keeping managers and employees well informed Is responsible for the department to work effectively as a team by active participating in the department activities Is responsible for own development Monitors, identifies gaps and implements innovations Expert Reports on business performance Translates organizational goals into departmental action plan in cooperation with the managers or team leaders Ensures that departmental action plan is implemented Is responsible for long term staff planning and optimal staff planning Determines which resources (financial, staffing, and organization) and time schedules are required to achieve objectives Ambassador Contributes to Tigo’s network(s) in own area of expertise Communicates internally and assures the entire organization understands the brand value proposition Entrepreneur/Account Maintenance REP Responsible of providing business information for input of consumer/industry/business analysis Responsible for becoming a consumer understanding expert together with the Consumers department managers Defines, develops, communicates and audits customer care policies and their application Identifies KPI application gaps for walk-in, call center and web and acts accordingly Defines Customer Service levels Defines, monitors and updates KPI’s according to service level Implements actions to close gaps Coordinates cross selling and up selling implementations on a profitable manner Consolidates, analyzes and articulate key improvements opportunities based on customer feedback and insights Actively participates in the product pipeline Position Requirements Work & Educational background University degree, business/service oriented Operational experience in customer service or marketing |
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Tigo CORPORATE ACCOUNTS EXECUTIVE
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