• Application Deadline:
• Position: Customer Relationship / Retention Manager



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 4 years



• Location Lagos




• Job Field Sales / Marketing / Retail / Business Development 
  
  

Job Description

• Client Relationship Management, Retention, Revenue Collection and Account Reconciliation.

Responsibilities

• Provide optimum customer relationship as required to maintain and enhance existing business, resulting in repeat business, and preventing customer churning.


• Escalation of all clients payment issues to assigned Sales Representatives for follow up in a timely manner


• Follow up on all clients WHT remittance, collection of Credit Notes for remitted WHT from clients and internet subscription on a monthly bases.


• Improve the overall customer relationship, delivering reliable administrative support and customer service.


• Schedule and conclude status meetings with appropriate development resources and customers.


• Provide proper account reconciliation and credit notes to customers for down time experienced.


• Maintain complete and accurate customer correspondence data.


• Assist sales team in business acquisitions, planning, retention and management.


• Develop and update client related reports.


• Identify and reports on continuing problems in an effort to minimize future negative customer impact.


• Proactively follow up disconnected clients to get their links reconnected and resolve issues.


• Manage customer portfolio to maximize relationship building opportunities.


• Run periodic customer satisfaction survey.

Qualifications

• B.Sc/HND in any related field or equivalent.


• 4+ years' Client Relationship experience. Preferably in an Internet Solution Provider client facing environment while being professional and Customer focused.


• Stays calm under stress and proactive in problem solving.


• Tactful, courteous, and possess the ability to build profitable relationship with Clients.


• Active listener, articulate speaker, and adaptable to client peculiarity.


• Great telephone etiquette; ability to hold a decent conversation over the phone, processing information received from clients and giving accurate responses clients.


• Ability to function in a multi-tasking environment.


• 3+ years PC experience using electronic messaging systems (emailing, texting and chatting), office productivity software (such as Excel, Word processing, Microsoft Outlook and internet surfing).

Skills and Specifications

• Fluency in English; excellent communication (Oral & Written) skills, interpersonal skills and superb listening skills.


• Knowledge of account management and relationship building process; Prior experience in business development process will be an advantage.


• Must meet strict deadlines.


• Ability to type fast, receiving and sending large email correspondence to clients.


• Ability to make large number of calls and receiving same from clients.


• Excellent knowledge basic accounting principles; account reconciliation, Taxation (Withholding Tax & Value Added Tax application) and aggressively follow up on client’s debts/revenue collection.


• Good knowledge of invoicing and preparation credit notes to clients.