• Professionally deal with incoming customer contacts to the IT Service Desk to ensure incidents and requests are interpreted correctly, recorded accurately, and assigned appropriately. • Ensuring incidents are progressed and escalated in accordance with service targets and liaising with stakeholders, customers, and external suppliers to ensure resolution. • Using Active Directory to manage users groups, access rights, resetting of password.• Interpreting customer requirements and providing advice and support on potential solutions.• Assisting in the provision of an effective support desk service across the organisation.• Recording all calls from customers and dealing directly with requests and complaints and escalate problems in accordance with established procedures.• Ensuring users are informed on status and progress of incidents logged with the service desk and ensuring that routine tasks needed to meet user requirements are undertaken correctly and on time.• Liaising with the relevant technical teams as required ensuring calls from customers are escalated as appropriate in accordance with service level agreements.

• Development and growth of existing account and all branded showrooms in assigned territories.• Delivering and exceeding sales targets, in terms of NIV, operating contributions and forecast accuracy.• Creating new markets and developing existing ones. • Effective monitoring of sales and marketing operations in assigned territory.• Responsible for growing sales and increased penetration of products in assigned territory especially markets outside state capitals which have high development potentials (semi urban markets)• Develop sales strategy and sales plan that will result in effective communication of existing promos to franchise showrooms and traditional dealers.• Ensure sales team carries out fortnightly surveys, price audits and promotion activities of competition regularly for feedback to management for effective sales plan.• Implementing strict credit control for dealers, ensuring they don’t buy beyond approved credit. Follow up on all outstanding payments and ensure that no dealer defaults in payment as at when due.• Training of dealers on set targets regarding key account management and company core objectives. • Weekly and monthly presentation of territories sales activities to the immediate manager and management.• Implement training for franchise and traditional dealers and their teams to keep them up to date, especially on NPD.

• Provide Leadership, direction, and development to all aspects of indirect distribution and sales channel.• Implement sales strategies and accurately and proactively manage sales forecasts.• Deliver the sales target set for the indirect sales channel.• Identify and recruit partners within good coverage area.• Define appropriate remuneration structures and frameworks to drive the channels and deliver set targets.• Monitor and analyses indirect channel sales volume, pipeline activity and competitive activity and develop plans to beat the set targets.• Contribute to the development of sales campaigns and collateral material and how it can be applied across the indirect sales channel.• Ensure superior customers service in line with SMILE’s brand value and promises throughout all indirect sales channels.• Coordinate and execute indirect sales management and development.• Coordinate the activities of planning, recruitment, training, and sales support for indirect sales channel.• Responsible and accountable for meeting deadlines.• Devise creative ‘out-of-box’ ideas and implement them.

• Prospecting and lead generation.• Pipeline management.• Generating revenue and acquiring customers.• Account management.• Sales process management.• Develop key promotional techniques that convert prospects to paying customers.

• Recruit Mobile Money Retail Agents and Mobile Money Merchant, nationwide.• Manage and train Mobile Money Retail Agents.• Manage and co-ordinate training of Super Agents and Super Agents’ staff.• Field intelligence gathering and analysis.• Ensure proper ‘on-boarding’ of Mobile Money Merchant and Retail Agents.• Receive application forms from MM Trade Marketing Consultant and review forms for completeness of information and supporting documents in line with the approved checklist.• Register/Set-up Mobile Money Merchant, Super Agents, and Retail Agent on MM application-Fund Amo.• Ensure Mobile Money Merchant, Super Agents and Retail perform PIN selection.• Coordinate and supervise the activities of sales officers within my region.• Coordinate and report sales activities within my assigned region.• Drive the penetration and visibility of products to target market.

• Verify customer identities and ensure that all KYC documentation is complete and accurate.• Perform risk assessments on new and existing customers.• Update customer records in the company’s database.• Investigate and resolve discrepancies in customer information.• Collaborate with other departments to ensure comprehensive risk management.

• Configuration of the internet services and troubleshooting of internet concerns. • Sending reports to the manager to enhance decision making.• Migration of tariff plan and change of internet schemes.• Resolving the EVDO related problems.• Attending to self¬-help mail request.• Analysis of feedback sent for customer satisfaction.• Listens, questions, and analyses to determine underlying needs of customer concerns.• Provide customers with product and service information.