Corporate Care Executive

Company description:

Digicel Group Limited

Job description:

Primary objective of the job:
The Corporate Care Executive will be responsible for managing the relationship with existing and new corporate clients. He/she will be responsible for analysing and resolving corporate customer queries; assisting with resigns; evaluating and making recommendations that result in increased benefit for both customers and the organization; and handling of all queries, complaints and requests with minimum escalations. He / She will also be responsible for the activation and fulfilment of new clients’ requests and works closely with other members of the team to build cooperation and communication, and to ultimately achieve department objectives, and ensuring world-class customer care.

Main Duties and responsibilities:

• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Maintenance and growth of Corporate Accounts ensuring Handset/Subscriber - Additions & Deletions to CUG, Credit adjustments and File maintenance, Pre to Post conversions, Post to Pre conversions, completing change of information including but not limited to Company name change and all disputed payments /charges/PC cards issues.
• Manages all activations bulk loading to E-Care.
• Maintains Sales Tracking sheets to keep accurate record of handsets sold and to ensure corporate customers are correctly charged for said handset by working with finance and forwarding the sheet for bulk loading fortnightly.
• Creates all POs for SIMs and handsets for corporate activations.
• Orders, manages and reconciles stock (i.e. SIMs and handsets) for corporate and general office stock.
• Tests and packages all corporate handsets for delivery.
• Manages (reducing) aged debt of all corporate accounts.
• Assists with Re-signs i.e. identifying eligible customers and working with Business Account Manager to complete re-activations, and fulfillment.
• Processes purchase orders (POs) and manage all bill payments for all Grenada suppliers.
• Continuously seeks and capitalizes on opportunities to exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• Ensures the first point of contact for corporate customers categorized as SME and VIP.
• Managing any other process to effectively maintain and promote the products and services offered by Digicel Grenada Limited.
• Retrieval/Responding to voicemail messages in a timely manner to facilitate query resolution. Welcome calls to corporate accounts within 48hrs of fulfilment ensuring the handsets delivered are functional.
• Maintains & records contact with all assigned companies. Providing feedback to customer on outstanding queries until resolution is received.
• Maintaining and responding to the BAE Inbox Log/Categorize customers’ queries/complaints/requests via Excel.

Reports:

• Revenue Reports
• Growth Analysis Reports
• Updating the Corporate Database and Ad-Hoc Reports.

Customer Relations:

• Maintaining relationship with Corporate Customers, assigned account managers. 
• Keeping accurate records of discussions or correspondence with customers.
• Visiting corporate customers from time to time to provide a one-to-one service.
• Focus on Retention, Addition & Growth of all accounts managed.
• Ensuring that customers are kept updated of all Promotions, Products and development as related to Digicel and the maintaining of their account.
• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic qualifications and experience required for job:

• Minimum of five (5) O’levels passes (including Math and English) or equivalent combination of education and experience.
• At least 1-3 years experience performing similar role/duties.
• Experience in and with the mobile telecommunications sector would be considered a valuable asset.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements. In possession of a vehicle and valid driver's license.

Functional Skills:

• Attentive to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
• Ability to multi-task and deliver against competing priorities
• Ability to build strong relationships and work as part of inter-disciplinary teams
• Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Confidentiality and trustworthiness.
• Initiative and resourcefulness in the conduct of duties.
• Strong communication (oral and written) and interpersonal skills.
• Ability to relate to a diverse working environment.