Purpose of the Job (Brief)

The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

Key Activities

Reduce Customer churn.
Identifying inactive subscribers and get them active on the network.
Identify and monitor unique customer trends and escalate.
Engage active customer to proactively identify unique customer issues and solve.
Customer complaint/request and feedback management
Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
Track /update and close all tickets on OTRS.
Process compensation, reimbursement, waivers and refunds for customers.
Customer engagement
Maintain constant and effective communication with retail customers through surveys.
Identify and monitor unique customer trends and escalate.
Increase customer satisfaction.
Ensure all complaints are resolved.
Process request in timely manner and send updates to customers.
Effectively identifying and dealing with customer dissatisfaction.
Any other duties assigned by manager Demonstrate (Key competencies)

Educational Qualifications & Functional Skills

Minimum Requirements: HND / B.Sc, any Discipline.
Minimum Experience: 1 - 2 years’ experience in customer care.

Work Experience:

Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company
The ideal candidate must have experience in the telecom industry

Other Requirements:

Customer Focus
Result Oriented
Ability to multitask, set priorities and manage time effectively.
Excellent communication and listening skills
Team player
Good listener
Good interpersonal Skills
Hard working
Accountable
Innovative
Self-Motivated.