Desk Based Account Manager at Vodafone Ghana

The role holder is a proactive Desk Based Account Manager, who will act as the desk based point of contact for the customer/partner developing long term customer relationships. He/she is responsible for delivering against personal revenue targets and closing own contracts, as well as engaging with others / specialists to deliver customer requirements as necessary. He/She will also lead on sales optimization, VBS administration and special projects. The split will be % sales and % sales administration/optimization.Job ResponsibilityImpact on the business Key ResponsibilitiesTypically responsible for a small number of medium sized accounts, or in some instances, as the single point of contact for one large client a government body. You will carry a percentage of the sales team opportunities and revenue targetTo be responsible, as part of an overall account team from the desk, customer satisfaction to their nominated clients.To be responsibility for outbound sales prospecting and opportunities.Sales optimisation – provide support to VBS sales team developing sales database of key contacts, dealing with ad hoc operational requests that come to VBS and reporting for the Sales teamTo be responsible for visiting small customers ‘Face to Face’ infrequently.To inputs incidence into CRM and follow up daily to know the status of each application and make the necessary correction at the various stageTo order for hardware through SAP- Entries unto SAP sheet and ordering of hardwareFully support wide range of administrative duties for AMs Other Duties Entry of applications in the UNICON/ SIBEL CRM for new and additionalUsing SIBEL CRM / UNICON for entries of RBT/BULK SMSCreating customers on SIBEL CRM / UNICONSending of the one-offs and contract to RA-Revenue Assurance) for loadingReceiving of faulty phones from customers at the reception and reporting through an excel sheet to be sent repairAttending to customers complaints and channeling them to the right stakeholder to ensure customer satisfaction from front deskReceiving of termination/cancellation of contract letter from the reception and forwarding to products for the necessary action to be takenReceiving upgrade/downgrade letters from customers and entering in CRM to be doneReceiving of mail/letters from all the retail shops in Accra for complaints such as bundle not loaded/delay in loading, wrong loading, CUG not working, SIM registration failed, customers inability to make calls or receive, invalid Sims and others and ensuring provisioning attends to them.Follow up on bill for customers awaiting their bills to make paymentsLogging of customers missing numbers in CRM for SIM swapReceiving of calls from customers for complaints and finding solutions to themKeeping SIMs card still activation and handset is ready to be delivered to customerInforming customers of any change made on application, getting enough information for request to be complete for other department to carry on such as good location, correct postal address, correct ID number, transfer of existing credit on customers’ lines and other necessary detail which shall be neededPerforming of other functions as may be assigned daily or from time to timeAttending to walk in customers at the front deskPreparing reports for the team on work done as a teamWorking on all after sales issue from all retail shopsBusiness ImpactDrives business growth for Vodafone by closing contracts, either as part of an overall account team via recognised hand offs or closing own contracts where acting as the single point of contactRecognizes and delivers against opportunities for business growth via a multi-channel approachResponsible for delivering against own revenue targets as well as targets in customer satisfactionAuthority / Decision MakingResponsible for how to deliver against revenue targets either on his/ her own, or as part of virtual sales team