Senior Relationship Consultant
Core
Deliver exceptional, end-to-end experiences for Ultra High Value customers with complex relationships, driving continuity, loyalty, and lifetime value through proactive relationship management, strategic engagement, and tailored service retention.
Role type
Senior Relationship Consultant (Ultra High Value)
Builds
Seamless customer journeys and premium service retention for Ultra High Value clients
Domain
Telecommunications / Ultra High Value Customer Service
Deliverable
client delivery
Required skills
End-to-end customer ownership, Concierge-level support, Priority and escalation handling, Compliance and process adherence, Service request management, Cross-functional collaboration, Proactive portfolio management, Experience monitoring and feedback loops, Revenue growth and customer value, Value-added services adoption, Churn management and save strategies, Contract renewals and upgrades
Preferred skills
National Diploma or Bachelor's degree in Business, Marketing, Telecommunications, Relevant certifications in CRM/Project Management/Sales, Experience in converged and fixed product offerings
Technologies
None stated
Responsibilities
Manage the UHV/Premium Service Desk & Internal Staff/customer journey with minimal handovers, Deliver tailored, high-touch service through personalized interactions, Ensure UHV/Premium Service Desk & Internal Staff/clients receive prioritized support, Ensure all customer engagements align with regulatory, procedural, and data governance standards, Stay engaged to ensure complete follow-through on second-line support requests, Liaise with technical, billing, sales, and back-office teams to resolve complex issues, Monitor customer behaviours, usage trends, and potential risks to proactively address concerns, Track customer satisfaction, sentiment, and NPS performance, Leverage deep customer knowledge to identify personalized selling opportunities, Identify customer needs and usage gaps to promote relevant product enhancements, Educate clients on high-impact VAS offerings and ensure adoption, Monitor early warning signals, engage at-risk customers, and implement retention offers, Ensure timely engagement on contract end dates, guiding clients through upgrade options, Position and sell integrated mobile, fibre, IoT, and fixed-line solutions
Seniority
Senior, hands-on IC