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TELEPHONE ACCOUNT MANAGER, TELECOMS
Company:RIGNEY DOLPHIN RECRUITMENT |
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Job Reference Number |
14564998 |
Client ID: |
RI/TAM1 |
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Posted On: |
Feb 3 2012 |
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Location: |
LEOPARDSTOWN, DUBLIN SOUTH |
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Job Type: |
Contract |
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Salary: |
ON REQUEST |
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Benefits: |
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General Role Purpose:
To proactively manage/retain by telephone, accounts within the SME Segment in particular the 3-9 mobile base, with emphasis on both sales and care targets.
To grow these accounts through up-selling of voice and data products with a particular focus on fixed line sales.
Reduce churn by putting the customers into a 12 & 18 month contracts.
To ensure that our fixed customers receive the best care experience through various campaigns to include welcome, health check, re-contract.
To ensure that our mobile customers receive the best care experience through various campaigns to include welcome, health check, re-contract.
Essence of Role - Key Accountabilities
1. Telephone Account Manage Vodafone’s base of fixed customers through calling on a dialler and also on own initiative.
2. Telephone Account Manage Vodafone’s base of customers in the 3-9 space through outbound calling on a dialler and also on own initiative.
3. Cross sell MBB and Data along with fixed line.
4. Reduce Churn and tie customers into Vodafone contracts.
5. Meet and exceed monthly save targets as set out by manager
6. Complete reports within agreed timeframe
7. Respond to all customer queries in a timely and professional manner
8. Communicate with customers via email and by telephone with the goal of delivering the best possible customer experience.
Role Dimensions
· Management of a Sales Toolkit Fund
· Working closely with Business Care Executive team, Data Support and NET Maintain base of Vodafone accounts
· Achieve Monthly Sales targets as set by Manager
Achieve Call targets & Save rates as set by Manager
Competency / Performance Driver
· Delivering Results
· Customer Delight § Communicating for impact
· Making a personal difference
Person Specification
· Individual needs to have a track record in working in a highly competitive environment.
· Proven ability of working in call centre environment
· Work on own initiative
· Demonstrate the ability to make decisions
· Have a track record of achieving targets
· Possess attention to detail
· Minimum of 6 months experience within Telco market
· Has dealt with business customers in a care or sales capacity
· IT Knowledge/ Interest in our data products
· Good understanding of business metrics
· Computer skills in Excel, PowerPoint, Word, Salesforce or similar CRM system
· Knowledge or experience of selling fixed products an advantage
