Why Airtel Africa?

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

The role holder is a one point of contact for all customers, responsible for client query request and complaint resolution.

• Ensure formal communication to customers on onboarding on dunning process, dates and payment options.
• Ensure targeted accounts for dunning are alerted formally prior to the activity.
• Maintain a database for client addresses and other contact details to facilitate contact or engagement.
• Ensure timely escalation of queries for resolution.
• Update clients for new developments in the business.
• Drive Customer Experience through constant engagement with account SPOCs and decision makers in companies that leads to higher retention, creation of more business. opportunities and building an environment that fosters timely payments.
• Educate customers on all company processes.
• Share any leads for prospective business with sales team.
• Monitor collection flows and payment pattern clients and draw the line attention manager's to any observed anomalies.
• Proactively engage customers in case of service interruption due to system failures, non-payment, and system/Network upgrades.
• Provide timely feedback to customers through proper follow-up with cross-functional department to ensure services are provided to customers as per SLAs i.e. billing, activation and complaint resolution.
• Reporting.

Qualifications

• Degree in Business Management or any related courses.
• Minimum 2 Years of customer service.
• Telecom experience is preferable.
• Excellent interpersonal skills.
• Sets high personal standards and is goal oriented.
• Excellent communications skills, both oral and written.
• Business awareness.
• Able to operate in a performance driven organization.
• Strong ethics, hands on approach and business acumen.
• Culturally aware.
• Fluency in English.

• Ensure formal communication to customers on onboarding on dunning process, dates and payment options.
• Ensure targeted accounts for dunning are alerted formally prior to the activity.
• Maintain a database for client addresses and other contact details to facilitate contact or engagement.
• Ensure timely escalation of queries for resolution.
• Update clients for new developments in the business.
• Drive Customer Experience through constant engagement with account SPOCs and decision makers in companies that leads to higher retention, creation of more business. opportunities and building an environment that fosters timely payments.
• Educate customers on all company processes.
• Share any leads for prospective business with sales team.
• Monitor collection flows and payment pattern clients and draw the line attention manager's to any observed anomalies.
• Proactively engage customers in case of service interruption due to system failures, non-payment, and system/Network upgrades.
• Provide timely feedback to customers through proper follow-up with cross-functional department to ensure services are provided to customers as per SLAs i.e. billing, activation and complaint resolution.
• Reporting.

• Excellent interpersonal skills.
• Sets high personal standards and is goal oriented.
• Excellent communications skills, both oral and written.
• Business awareness.
• Able to operate in a performance driven organization.
• Strong ethics, hands on approach and business acumen.
• Culturally aware.
• Fluency in English.

• Degree in Business Management or any related courses.
• Minimum 2 Years of customer service.
• Telecom experience is preferable.