Etisalat was established in the UAE in 1976; it has over its 35 years of experience, pioneered various innovative technologies in emerging markets and extended the reach of millions of subscribers globally.
Etisalat Nigeria is recruiting to the position of Specialist (Loyalty and Retention) for its location Lagos in Nigeria to Customer Care department.
Position Summary
Implement retention strategies and develop initiatives aimed at maintaining and growing current high-value customers in support of budgeted business goals
Principal Functions
- Establish and maintain high levels of customer satisfaction within high value customer segments, while achieving even exceeding customer retention goals within assigned segments
- Work with the Manager-Customer Experience to resolve unique customer issues
- Support sales/ revenue growth and create long-standing relationships with customers through facilitating the provision of excellent customer service
- Analyze product and service requirements for the high value segments through feedback mechanisms in order to ensure that customers needs are understood. Also recommend positive solutions which are mutually beneficial for customer and Etisalat
- Proactively ensure the placement of Outbound calls to high value customers (e.g health checks) in an effort to reinforce customer value and loyalty and ensure customer needs are being met
- Develop and sustain co-operative and productive inter-departmental relationships to expedite resolution of issues
- Analyze, review, formalize and expand methods of determining the root causes of product complaints or other customer concerns
- Analyze product complaints data and report to management in order to minimize future complaints or customer dissatisfaction
- Administer, analyze and report on Customer Surprise and Delight programmes
Candidates must have the following Requirements, Experience, and Skills & Competencies:
- First degree
- At least five (5) years directly relevant post-NYSC work experience in Customer Service, with at least most recent two (2) years in a Customer Loyalty and Retention role
- Ideal candidate must demonstrate technical and behavioural competencies in the following areas:
- Ability to co-ordinate projects and daily work schedules
- Strong service orientation and basic-to-intermediate knowledge of Customer Experience and Customer Lifetime Value Management
- Excellent analytical and problem solving skills
- Proven experience in Customer Experience Measurement, Customer Segmentation, and design of Loyalty and Retention initiatives
You can submit application only online through Etisalat's careers page http://careers.etisalat.com.ng.
