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Job Description
- Reporting to customer retention manager to manage all multi-channel service and retention processes and ensure they
remain & fit for purpose & delivering high levels of productivity, at least cost, with delivering an appropriate customer
experience. - Ensure precise handling of all internal processes to ensure regular performance standards are met.
- Work with Retention manager to achieve the company & churn and cooperate with other channel managers to achieve
the net growth plan. - Work with Retention manager to monitor, measure and analyze performance and productivity and make timely
adjustments, which ensure consistent, predictable performance. - Make sure that customer retention statistics will express a percentage of long term clients tend to spend more, cost less
and make valuable references to new potential customers. - Working on providing superior product and service quality and this high-quality products and services to minimize the problems experienced by customers and create goodwill toward the company, which in turn increases customers &
resistance to competitors overtures. - Establishing a customer retention program to create a time line of a typical customer relationship, outlining all the key events and interactions that occur between the first contact with and the eventual loss of the customer.
- To analyse the company & trends in losing customers as customer defections may be related to price increases or to a certain point in the relationship life cycle, for example.
- Make sure to use the information gathered to identify warning signs of customer loss and develop retention programs to counteract it
Job Requirements
- Team leadership skill
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Retention, Telesales and/or Collection supervision experience at least 3 years.
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Target /Sales Oriented.
- Excellent communication skills.
- Excellent leadership skills.
- Excellent operational knowledge in both outbound and inbound.
- Technical knowledge related to retention and telesales.
- Excellent MS office Knowledge.
- Enthusiastic and Energetic.
- Team player with ability to motivate and educate people.