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Retention & Retrieval Representative (Over the Phone)

beIN Media Group
Maadi, Cairo
Posted 5 years ago
210Applicants for30 open positions
  • 208Viewed
  • 67In Consideration
  • 139Not Selected
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Job Details

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Job Description

Summary:

  • The candidate would be the point of contact to renew,reconnect,collect and upgrade appropriate products and services to existing and cancelled customers to contribute and generate revenue for beIN

Retention:

  • Develop trust relationships with a portfolio of major clients to ensure they do not turn to competition
  • Acquire a thorough understanding of key customer needs and requirements
  • Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
  • Ensure the correct products and services are delivered to customers in a timely manner
  • Resolve any issues and problems faced by customers and deal with complaints to maintain trust
  • To answer all retention inbound calls while adhering to retention department’s KPIS standards
  • To contact existing and potential beIN customers according to present outbound campaigns
  • To handle customer inquiries, complaints, payments’ extension and service requests.
  • To achieve individual retention and revenue targets and exceed within set deadlines.
  • To constantly be fully aware of beIN product knowledge , business rules , campaign activity and process
  • Meet weekly and monthly performance benchmarks in speed, accuracy and volume.
  • To actively contribute, participate and work effectively towards attaining retention team business goals in terms of churn save rate and beIN net growth.
  • Handling customers' accounts including renewals, reinstatement, re-connections, cancellations, collections, positive movements, and retaining customers.
  • Contacting customers to alert them that they are approaching their end-of-fund date and manage renewals to be done on time in order to achieve churn target.
  • Contacting customers to notify them that their credit card has been rejected and to obtain their correct credit card details for re-submission to the relevant bank.
  • Auditing credit card batches and financial transactions.
  • Handling charge back cases and complains.
  • Capturing the reason(s) why the customers may or may not re-subscribe.
  • Manage decoders' withdrawals from inactive customers.

Job Requirements

  • Minimum High School or Higher Diploma.
  • Minimum 2 years’ experience in customer service, call center or related field with media/Pay TV/STB experience preferred
  • Excellent telephone communication and customers service skills
  • Excellent interpersonal and communications skills
  • Excellent client satisfaction skills
  • Background in Telecommunications products is highly regarded
  • Very good Knowledge of Ms. Office
  • Excellent written and spoken English and Arabic
  • Knowledge of customers services support.
  • Knowledge of Contact center enterprise software, deployments and operations.
  • Familiar with different STBs configurations.
  • Able to work under pressure

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