Principle Accountabilities


Conducting customer research and customer feedback management - NPS, CSAT, Exit interview calls etc.
Conduct customer Life-Cycle Management i.e.
Onboarding, tools acquisition, channel utilization etc.
Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc. 
Outbound calling (birthdays, anniversary, care calls, product utilization etc.) 
Churn management (understanding reasons for potential churn and advising business on the same).
Engaging customers with failed transactions.
Engaging customers with incomplete account opening.
Engage inactive customers as defined from time to time.


Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification


Bachelor's Degree from a recognized University.


Experience


At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector