Airtel Tchad recherche des candidats pour le poste suivant : Manager des Crédits & Recouvrements


Résumé du Poste :

The incumbent will be the primary contact person along with the Key Account Manager (KAM) and will be responsible in servicing all aspects of customer business for the Post-paid customers – Corporate, MNC’s, Public Sector and SME customers.

The RM/CRE is customer centric and focused on maintaining high-quality of customer service;   develops strong relationships with accounts to ensure sensitivity to the customer’s needs, concerns, and emerging requirements. Delivery of business KPIs like financials, customer experience, revenue generation and process compliance, is critical to this role.

Principales Tâches:

  • Driving customer experience of the account, engagement with account leading to higher retention and no bad debts
  • Customer engagement and relationship management of accounts at set frequency (i.e. monthly visiting plan), through tele-calling & customer visits
  • Ensure RM/CRE allocated accounts mapped to KAM
  • Frequent scheduled visits and calls to determine customer needs
  • Alerts clients to new or improved products and services
  • Communicate promotions and changes to customers in a timely way
  • Maintains tracker to keep track of all complaints and closures
  • Engages with marketing on new offers for accounts
  • Be proactive on customer needs and works with management on upsell opportunities (i.e  in depth knowledge of customer and what they really want)
  • Decrease customer complaints ensuring all customer requests are handled in a timely manner
  • Providing feedback to customers – proper follow up with cross-functional department to ensure proper services are provided to customers i.e. billing, activation, provision of services handles all customer letters and correspondence
  • In depth knowledge of the customer account such industry covered, products used i.e. blackberry services, roaming destinations covered, CUG, prepaid, hybrid etc
  • Assist in providing regularly scheduled account business reviews with focus on issues reported, resolved, lost business, new business opportunities and customer profitability needs
  • Periodically participate in sales meetings to enable a stronger working relationship with KAM’s
  • Organize monthly service camps targeting top 80/20 accounts within AOP budget
  • Service Camp ownership and management of expenses as per AOP;
  • Complete closure of points and close looping
  • Quarterly / monthly account reconciliation and NOC issued to customer
  • Dispute resolution  & closure ownership
  • Churn management including win-back and retention
  • MIS reporting for KPI’s / Group reporting

Qualifications et Expérience requises :

  • Ability to operate in a multi-cultural environment
  • Manage expectations of multiple stakeholders in Airtel Business and KAM’s
  • Ensure timely and accurate data for OpCo management review and suitable actions
  • Multitasking with crunch timelines for churning out data, reportings and analysis
  • Undergraduate level in any field (preferred)
  • Experience in customer facing roles within hospitality or other service industry
  • g. hotel/financial services etc
  • Customer centric with business acumen
  • Non-confrontational, service oriented, good operating comfort on Microsoft office
  • Readily available to address customer issues
  • Ability to work seamlessly across verticals when dealing with customer concerns
  • Must be able to tolerate frequent interruptions
  • Customer Management skills
  • Strong interpersonal and communication skills – both written and verbal
  • Excellent organizational, interpersonal and networking skills


Les dossiers de candidature, comprenant la lettre de motivation et un CV à jour doivent être envoyés à  l’adresse:

Les candidatures féminines sont fortement encouragées à postuler pour cette position.

Date de clôture : Vendredi 22 Avril 2016.

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