Etisalat Vacancies For Specialist.Loyalty and Retention

Established in the UAE in 1976, Etisalat has over its 32 years of experience, pioneered various innovative technologies in emerging markets and extended the reach of millions of subscribers globally.
Etisalat is currently recruiting as seen below:
 
Job Title :Specialist.Loyalty and Retention
Location: Lagos,NG
Function
 
Job 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
 
Educational Requirements
First degree
 
Experience,Skills & Competencies
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.
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