Customer Account Consultant - Southern Region


Our company is looking for suitably qualified and experienced Customer Account Consultant- Southern Region to join our dynamic team. Purpose of the Job: Famer Role To develop sound relationships with Business Customers, in order to enhance the customer experience interaction with Cell C, and to provide a first world, one stop customer service. Support and assist with the implementation and management of operational and promotional plans within assigned accounts, ensuring effective delivery and support of strategy and macro-plans as defined. Focused on Farming existing accounts to ensure revenue retention. Incentivized to increase the Clients wallet share and need to maintain existing billing and increase new billing.*Drive Growth and base retention ** Achieve weekly/ monthly and annual sales targets through strategic and targeted Cross-Selling/Upselling opportunity management with allocated account portfolio and as requested by management Opportunity Management within allocated account portfolio ( grabbing opportunities to our advantage) * Identification of new, cross-selling and upselling opportunities through strategic account planning and whitespace targeting * Ensure revenue growth within an allocated portfolio of accounts. * Maintain and manage In-contract Bases as per target set * Maintain and manage revenue leakage and churn within set targets and as allocated by management * Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development. * Recommend ways to exploit new opportunities to grow the business further ( grabbing opportunities to our advantage) * Develop and grow existing share of customer spend. * Provide input into the fine tuning of processes, systems and support in line with changing work practices.*High level 24/7 Support** Responsible for the quality of service and support to the customer at all times * Ensure total client satisfaction by resolving all queries and complains timeously * Be proactive through resolving issues customers are experiencing and ensure the same issue does not impact the next customer * Take the initiative to improve current service levels with internal and external stakeholders * Identify operational inefficiencies and develop continuous improvements * Liaise across the business on all levels in order to resolve inefficiencies.* Accountable to provide technical assistance to customers for device and network related enquiries. *Relationship Building** Take full ownership of the customer * Be accountable for the customer in every aspect of their engagement with Cell C * Conduct customer visits, devise an amicable call cycle in order to retail the customers loyalty * Maintain an up to date knowledge of the technological industry focusing on Cell Cs products, in order to inform the customer of our offerings. * Maintain the highest level of professionalism while interacting with customers in such a manner that customers expectations are met and exceeded. * Conduct a needs assessment to identify, prioritize and resolve customers requests in accordance to the companys business rules to reduce churn. * Conduct research to determine best practices and be totally aware of the competitors activity*Revenue Generation ** Proactively identify and perform cross selling and upgrades within existing account. * Increase lifetime value of customers. * Conduct formal presentations to customers, promoting Business Sales products and services * Ensure up to date knowledge on current campaigns, new products and new VAS etc. *Report Generation** Record and report on customer queries, and the resolution of the queries * Ensure all relevant departments receive reports which identify service inadequacies. * Analyze customer activity statistics and take the report with on customer visits to discuss usage * Create an Executive level report* Perform any other related duties as requested by Management** A minimum 3-year business or sales related diploma/degree Understanding and demonstrated experience within ICT, Smart Technologies, APNs, Firewalls etc Experience * A Minimum of 7 years relevant experience in a account management & service environment within Telecommunications * Minimum of 3 years experience in an area of specialization / ICT * Experience working in Account Management as a farmer is essential, preferably in Telecommunications Industry * Experience in Account Management is essential * Requires understanding of buying cycles. * Developing customer relationships. * Understanding a broad range of company technologies and offering is required * Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential * Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, and position it in a powerful way in order to generate budgets and close deals. * Must have the ability to deliver business value to the account and build on customer relationships. * A minimum 3-year business or sales related diploma/degree Understanding and demonstrated experience within ICT, Smart Technologies, APNs, Firewalls etc Experience * A Minimum of 7 years relevant experience in a account management & service environment within Telecommunications * Minimum of 3 years experience in an area of specialization / ICT * Experience working in Account Management as a farmer is essential, preferably in Telecommunications Industry * Experience in Account Management is essential * Requires understanding of buying cycles. * Developing customer relationships. * Understanding a broad range of company technologies and offering is required * Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential * Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, and position it in a powerful way in order to generate budgets and close deals. * Must have the ability to deliver business value to the account and build on customer relationships.
Company
Cell C Ltd
Posted
05/05/2022
Location
Cape Town, WC, ZA