Job Description

• To implement and monitor the Service Delivery strategy in assigned showroom
• To ensure that the customer base within the territory enjoy remarkable and positive in-store experience at all contacts with complete query resolution.

Responsibilities

Showroom profitability and Stock Management (Financials)

• To monitor, ensure adherence to process and as such provide Showroom report of
  • sales,
  •  Cash monitoring,
  • Stock management,
  • Petty cash disbursement, reconciliation and retirements.
  • Reporting of all activities within Airtel Showroom that directly impacts on Company financials such as promos
• Track, Manage and control stock movement within and out of the warehouse
• Ensure availability of all company products and services in assigned Showroom
• Provide comprehensive report of all products and services in the Showroom

Asset Management

• Manage all company assets in the Showroom.
• Ensure systems and equipment are in working conditions.
• Escalate all Showroom facility issues for prompt resolution

Customer Experience/ Satisfaction at Showroom (Customer)

• Relationship management: build a strong relationship between Airtel and all its Customers.
• Create a database of customers’ traffic to the Showroom to ensure adequate and reliable data for feedback and upward selling and where necessary promos and other company requirement for effective decision making

Query Resolution and SLA’S (Process)

• Ensure Showroom agents have the required work tools/accesses.
• Ensure that all team members comply with set standards and meet SLA’s.
• Ensure 100% adherence on all Showroom processes and procedures by Showroom Agents.
• Escalate all issues beyond supervisor’s time and ability
• Ensure all Showroom queries are resolved within the approved SLA.
• Monitor turnaround time for all queries/enquiries and institute process improvement when required.
• Monitor team members and track all pending issues to ensure pending complaints are treated

Reports

• Daily, weekly and monthly showroom reports
• ERC reconciliation reports

Qualifications

Educational Qualifications

• Any University Degree

Relevant Experience & Functional / Technical Skills

• Minimum of 2 years work experience in a Customer Service environment.
• Ability to work with minimal supervision
• Good analytic, report writing and problem-solving skills
• Good understanding of business processes
• Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL etc.

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Job Description

• To plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion

Responsibilities

Increase revenue earning customer net additions – Prepaid

• Identify and formulate zonal sales strategies to help Drive gross additions
• Monitor churn & grace periods
• Supervise health of acquisitions, compliance on activations,
• Oversee activating connections as per the stipulated turnaround times

Increase Revenue earning customer net additions – Postpaid

• Identify and formulate zonal sales strategies to help Drive gross additions
• Monitor churn & grace periods
• Supervise health of acquisitions, compliance on activations,
• Oversee activating connections as per the stipulated turnaround times

Achieve Net Revenue of the zone

• Identify and formulate Customer Service Development strategies to help drive Collections and Bad Debts performance of the zone
• Propose and drive VAS Up selling activities
• Drive the reduction of recharge turnovers and first bill churn & zero recharge

Deliver on Channel Satisfaction Score

• Implement the audit and review of channel partners & distributors to ensure Healthy ROI of
• Monitor the timely disbursement of claims to the market, regular trade servicing.
• Conceptualize, design and implement channel delight activities

Expand distribution Width and Depth

• Identify and formulate zonal sales strategies to help Drive Distribution across showrooms and Dealer Service Agents
• Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
• Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets

Network Coverage & Quality

• Network Optimization
• New Sites ROI and deployment
• Follow through with ZTOs in delivering cell availability, quality of calls and reduction of outages at sites within Zone

Deliver Showroom Experience

• Identify and formulate Customer Service Delivery Strategies to help improve Customer Satisfaction scores
• Ensure provision of standard Infrastructure at Zonal showrooms,
• Ensure showroom employees are up skilled in industry training and certifications for the role

Achieve Employee Engagement scores in line with the Engagement target  for the Business area

• Continuously motivating the front-line employees through leadership by examples
• Implement all action plans that will address hygiene issues etc. from engagement survey

DIMENSIONS

Financial Dimensions

• Budget:
• Revenue Earning Customer (Prepaid Nos.)
• Revenue Earning Customer (Post paid Nos.)
• Gross Revenue

Other Dimensions

• Team Size
• No. of direct reports
• No. of channel partners/ vendors

Qualifications

Educational Qualifications

• Bachelor’s degree in Management or related Social Sciences
• Masters in Business Administration would be preferred additional qualification

Relevant Experience & Functional / Technical Skills

•  10+ years of varied experience in Sales & Marketing with at least 2 years at middle management level handling independent businesses.
• Relevant experience in Telecom industry is desirable

Other requirements

• Result Orientation
• Great problem-solving skills
• Good communications skills.
• Good interpersonal skills
• Customer centric
• Sound understanding of Sales systems and Process
• Creative self starter

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