Customer Experience Customer Relationship Executive

Why Airtel Malawi plc?

At Airtel Malawi, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Malawi.

Airtel Malawi is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

JOB PURPOSE

Raising of SLA Credit Notes following service outages and settle penalties and  Raising of Dispute Credit Notes to resolve billing and account reconciliation disputes

KEY ACCOUNTABILITIES

1.Credit Notes and Write offs

• 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

2. Submission of Exemption List

• Process exemption list and P2P approvals as per guidelines on a monthly basis.
• 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

3. 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 Corporate Back Office Team after stamping the receipt.
• 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

4.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
• Management of 3PP collection agencies
• 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

• 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. Is able to guide and transfer knowledge to his/her team
• Coaching
• Planning
• Analytical
• Presentation skills
• Experience on managing a team for more than 3 years
• 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