CRM Assistant at MTN

The CRM Assistant will be responsible for assisting in growing the business through management of the customer base within the existing customer portfolio aimed at reducing churn. The individual will achieve this through executing services on a timely basis, being proactive and having effective relationship with clients resulting in optimization of customer satisfaction and retention

Key responsibilities:

Reporting to the Head of Sales & Commercial, The CRM Assistant will be accountable for achieving the following objectives:

• Maintain and improve the service delivery to both assigned customers and in general all customers/prospects of the company.
• Assist to manage and grow account portfolio of customers.
• Make regular calls to clients for relationship and rapport building.
• Analyse and provide relevant feedback received from customers.
• Maintain business relationships within assigned customers to ensure their expectations are managed and needs understood appropriately.
• Design and maintain a calendar plan for every customer on all assigned customers and prospects.
• Provide and maintain an interface between customer and the Company.
• Update, maintain customer records on a regular and timely basis.
• Educate the customers on the company’s products and services.
• Protect existing customer revenue base as per the assigned customer through containing churn.
• Resolve, channel customer complaints to the requisite department and follow through to completion.
• Timely submission of weekly reports.
• Ensure success of all approve customer intimacy and product events.
• Request for customer testimonials within the designated portfolios.

Education & Experience:

• Minimum, a Diploma in Marketing or Business Management.
• Fluent in English and language of country preferable.
• At least 1 year experience in a similar or related field.
• Have reasonable knowledge of the Telecommunications space.

Competencies:

• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.