Customer Relationship Executive

BESPAT Enterprise

Our client, a leading Telecommunication Service provider, is seeking an energetic, aggressive, self-motivated and result oriented individual to join its team in the position mentioned below to work under its Customer Service department.

Position: Customer Relationship Executive

1. JOB DESCRIPTION

  • Raising of SLA Credit Notes following service outages and settle penalties
  • Raising of Dispute Credit Notes to resolve billing and account reconciliation disputes
  • Raising of bad debt write off for approvals with supporting evidence of collections measures taken
  • Posting Credit notes (SLA & Dispute) once approved
  • Posting Write-off once approved
  • Ensure Customer receipts are matched to customer accounts and posted in CRM
  • Carry out account reconciliation to determine total outstanding amounts due and publish same to customers
  • Daily follow up with customers on bill payment/ P2P/payment plans – via calls, emails and visits
  • Liaison with Legal team for issuance of demand letters
  • Collection of outstanding balances in accordance with the settlement terms
  • Oversee overall enterprise customer experience for GSM & Non GSM
  • Deliver Root Cause Analysis following major outage
  • Deliver customer SLA reports with the support of the NOC & Opco network team
  • Organize a monthly service review, share monthly reports on outages versus SLA, service credits reconciliation, network usage, changes, capacity planning and recommendations
  • Notify customer about Airtel network maintenance windows
  • Introduce new products & services to customers, upsell and cross-sell services to customers
  • Receive requests, query or complaint from Customer during visit and ensure resolution
  • Follow-up for root cause and manage communication with customer (Visit)
  • Link upgrade & downgrade requests
  • Link suspension and termination
  • Maintain weekly and monthly service calls/visits with customers
  • Set-up Service camps at customer sites
  • Resolve customer service request or complaint raised either on customer care / enterprise email address or directly with account manager or relationship manager if VIP
  • Ensure compliance to policies, processes and guidelines in all customer engagement and service

2. KEY ACCOUNTABILITIES

  • Raising of SLA Credit Notes following service outages and settle penalties
  • Raising of Dispute Credit Notes to resolve billing and account reconciliation disputes
  • Raising of bad debt write off for approvals with supporting evidence of collections measures taken
  • Posting Credit notes (SLA & Dispute) once approved
  • Posting Write-off once approved
  • Post bill payments and credit/debit notes in customer account as well as trace any missing payments and reconcile customer accounts
  • Raising of Credit Notes to resolve billing and account reconciliation disputes and process for approvals
  • Share list of defaulting customers alongside supporting data as prescribed to legal team for issuance of legal letters
  • issuance of legal demand letters to defaulting customers as instructed by Enterprise team
  • Facilitation of external lawyers and/or third-party collection agencies to process debt collection demand letters to customers.
  • Management of any litigation matters arising from the dunning and collection process.
  • Processing of bad debt write off approvals with supporting evidence of collections measures taken

3. SUBMISSION OF EXEMPTION LIST

  • Process exemption list and P2P approvals as per guidelines monthly.
  • Activation of approved P2P requests in the CRM and manual tracking and monitoring of breach where function is not available in CRM
  • Review list of customers eligible for dunning and highlight those to be exempted

4. NON-GSM Payment Processing / Reconciliation

  • Raising Credit control checks with finance if the payment is reflecting in company records and send the bank receipt back to Customers after stamping the receipt.
  • Customer receipts are posted in CRM and matched to customer accounts and invoices
  • Carry out account reconciliation to determine total outstanding amounts due and publish same to customers
  • Daily follow up with customers on bill payment/ P2P/payment plans – via calls, emails and visits
  • Liaison with Legal team for issuance of demand letters

5. GSM Payment Processing / Reconciliation

  • Carry out account reconciliation to determine total outstanding amounts due and publish same to customers
  • Follow up with customers for bill payment/ P2P/Payment plans – via calls, emails and visits
  • Bad debt monitoring and reporting
  • Collection of outstanding balances in accordance with the settlement terms
  • Liaison with Legal team for issuance of demand letters
  • Managing collections and credit risk activities

Educational Qualifications & Functional / Technical Skills

  • University degree in business/Equivalent qualification, sales or marketing.
  • Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
  • Excellent knowledge in customer experience discipline/profession
  • Able to work under high stress with short term targets and objectives
  • Able to handle, prioritize, multiple projects simultaneously
  • IT literacy
  • Able to operate in performance driven organization Knowledge of English and Vernacular language

Relevant Experience (Type of experience and minimum number of years)

  • 3+ years in customer service
  • High level knowledge: applies technical expertise and has full knowledge of other related disciplines.
  • Exhibits good level of creativity and resourcefulness. Can guide and transfer knowledge to his/her team
  • Coaching
  • Planning
  • Analytical
  • Presentation skills
  • Experience on managing a team for more than 3 years

Other requirements (Behavioural etc.)

  • Basic knowledge in use of technical principles, theories and concept
  • Able to operate in a minimum supervision.
  • Self motivated, enthusiastic, energetic
  • Attention to detail
  • Confident, assertive
  • Approachable customer focused
  • People skills/motivation skills
  • Good communication skills
  • Leadership skills
  • Team player
  • Approachable customer focus
  • High personal standard and goal oriented

How to apply

Suitable candidates are required to send their Applications & Curriculum Vitae to Email: recruitment@bespat.net by 26th March 2025; addressed to Human Resources Manager, BESPAT Enterprise P.O. Box 20028, Lilongwe.

Please note that only shortlisted candidates will be contacted