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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