Posted on :
8 Aug, 2022
Our company is looking for 2 X suitably qualified and experienced Customer Account Consultants to join our dynamic team. (1x) Southern Regions & (1x) Northern Region 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.
Job Title: Customer Account Consultant X 2
Duties & Responsibilities:
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.
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 C’s 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 customer’s expectations are met and exceeded.
Conduct a needs assessment to identify, prioritize and resolve customer’s requests in accordance to the company’s business rules to reduce churn.
Conduct research to determine best practices and be totally aware of the competitor’s activity
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.
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
Desired Experience & Qualification:
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.