Client Relations Officer

3 days ago

Lagos Nigeria Netcom Africa Limited Full time $20,000 - $40,000 per year

Objective & Summary This is an Operational Account manager administrator (Client relations) and post sales position designed to support commercial manager to give a higher level of client relations with ultimate goal of increasing revenue. He/She reports to the Senior Manager, Team Lead – Client Relations Unit and Assigned BDAM. Key Duties & Responsibilities ​ • Administrative support for the assigned Commercial Account Managers. • Create Tickets on the CRM. • Follow up with Operation team on new requests and new activations. • Ensure communicated timelines/SLA by the Project engineering team are met by proactively following up. • Embody the 3 Core Pillars of the company's culture. • Provide detailed updates on delays to all stakeholders. • Management of client account details and ensuring they are up to date (KYC). • Weekly health checks - to ensure all clients being managed are contacted within the quarter • Upsell to existing clients. • Follow up with Support team on issues raised by existing client updating the Commercial Account Managers. • Assist support and best manage outages or maintenance activities. • Introducing a newly assigned Commercial Account Manager to newly assigned Clients. • Generate weekly report on ticket created, new activation as captured in the CRM. • Ensure that record databases are updated and maintained monthly. • Ensure all the required documentation for onboarding a new customer is included in an SAR (KYC, Signed SO, Signed Service contract or SLA). • Ensure the BDD report for Management meeting is done error free. • Follow up with client issues and ensure appropriate closure. Relationship Mgt – internal (liaise, collaborate) • Finance on the workflow of SAR – new deals, upgrades, demos, downgrades, modifications, change management forms, etc. • Day to day operational business solutions interface between departments. • Legal to ensure the aspects of contract, signing, service contracts, revisions are done. • Ensure SLA are all updated and documented.Requirements Essential Skills / Knowledge • Experience with both Microsoft operating system and Apple operating system. • Strong verbal and written communication. • Good presentation skills for business reports. • Ability to organize and conduct purposeful Departmental/ Unit meetings. Desirable Skills / Knowledge • General knowledge of ICT solutions. • Knowledge of Nigerian Telecoms Market. • Strong administrative skills. • Good understanding of Microsoft operating systems. • Able to use properly MS Word, Excel and Power -point. Education and / or Professional Qualification • Undergraduate degree qualification essential. • Accreditation to professional bodies. • Certified Office Administrator.Benefits• Healthcare Insurance (HMO)• Paid Leave• Group Life Insurance• GYM Membership• Hybrid work model• Professional Development Reimbursement

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