Customer Relations Officer

Job purpose:

Job Summary:

The CRO will be de facto Smart ambassador thus first point of contact for the Smart customer. The officer will be responsible for building maintaining and growing rapport/relationship with Customers and interfacing between the Customer and internal delivery functions to ensure defined objective achievement and attainment of Customer satisfaction retention and organic growth. The function will also serve as a channel for harnessing the needs & requirements of our customers and coordinate crafting and implementation of relevant required solutions within agreed timelines. The officer is as well to champion awareness creation and consumption of new Smart offering and enhancements to existing customers.

Key responsibilities and accountabilities:

1. To achieve organic sales target inorder to grow the business profitability.
   
2. Engage existing clients to generate more business through customer retention
   
3. To achieve full level of use and value derivation of the Smart system to the customer including motivation for full integration to the customer processes and systems
   
4. Attend to customer enquiries; provide appropriate solutions and alternatives in line with SLAs Interface with other departments to ensure services Customer Expectations have been met/Surpassed.
   
5. To implement support and monitor Smart system availability/Use by customers and ensure reliability by Customers.
   
6. Build Maintain and manage healthy customer relationships and trust through interactive and open communication in order to enhance customer satisfaction loyalty and retention as well as enhance Smart brand equity.
   
7. Maintain continuously update customer databases/account and network with stakeholders to ensure retention growth traction and to further customer relationship & Rapport.
   
8. To regularly provide essential agreed and required customer analytics and performance reports to aide in decision making and Smart impact assessment.
   
9. To consistently engage with Smart customers and relevant stakeholders through meetings televisits and other appropriate forums as maybe deemed necessary by the Company.
   
10. To capture customer requirements innovations and enhancement need of Smart solutions and services document and facilitate feedback back to customer and implementation to realize efficacy.
    
11. Intricate grasp of customer needs and operations to enable delivery of effective solutions including initiate model solutions based on customer needs and inquiries.
    
12. To keep self fully knowledgeable and competent on the Smart solution offerings Market trends and changes to ensure qualitative services to offering.
    
13. Carryout and participate in user acceptance testing for systems/enhancement intended for deployment as may be deemed relevant by the department.
    
14. To attend identified trainings for the staff in the department and develop relevant knowledge and skills.
    
15. Maintaining a professional appearance behavior conduct and effectively work with peers in attainment of set departmental targets.
    
16. Document and provision of periodic Customer health reports internally as per defined frequency.
    

Requirements

Qualifications

Skills knowledge and abilities

1. Skill in customer service & support and training with demonstrated customer service orientation.
   
2. Strong and well developed analytical and report writing skills.
   
3. Quick learner with demonstrated product knowledge and professionalism.
   
4. Excellence in problem solving skills
   
5. Excellent communication and interpersonal skills both written and verbal.
   
6. Team player with ability to establish and maintain cooperative working relationships with customers and other service delivery functions.
   
7. Selfstarter with possession of selfmanagement and self drive to complete tasks and engage customers.
   
8. Ability to multitask prioritize and manage time effectively
   
9. Organizational and timemanagement skills
   
10. Proactive and highly organized with strong time management and planning skills.
    
11. Ability to work under tight deadlines heavy workloads and remain calm under pressure with a high degree of individual responsibility all of which are implicit with the position.
    

Attitudes and Behavior

The Customer Relationship Officer is a very visible position to Smart s customers and has a high impact to the Smart brand. The CRO should thus be a champion whose enthusiasm dedication passion and conviction to Smart ethos and Products/Solution offerings should be exemplary.

The individual must be able to listen maintain a very detailed list of daily duties including all problems and correspondence and follow up on all activities and respond to all customer items.