Sunday, 19 November 2017

Job Opportunity At Top Target On Behalf Client-Customer Retention Supervisor


(External factors which influence the work environment, taking future conditions and strategic requirements into account)
• Competitive Environment
• Dynamic, Ever Changing Environment
• Leading Edge Technology
• Multicultural Environment
• Multi-skilled Staff
• Developing Industry and Business
• Diverse Business Units
• Challenging local operating environment
• Performance Driven Environment
• Customer focussed Environment
• Operations Team
• Subscribers
• Finance dept.
• Technical and Distribution Departments
• Installers/Dealers
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)
• Drive to achieve set sales, retention, churn win back and survey targets for Retention Consultants and performance manage them in line with the retention strategy.
• Supervise outbound calls and ensure service levels are achieved
• Ensure adherence to assigned retention script and provide recommendations to any changes Ensure all surveys are recorded and QA’ed
• Ensure all QA feedback is included in daily coaching and performance measurement
• Ensure regular training, refreshers and assessments of all staff
• Ensure the maintenance of and clean up Subscriber database
• Resolve escalated Customer retention Queries /Complaints
• Ensure and manage the achievement of Customer Service Standards
• Ensure adherence to Quality assurance procedure as a tool for measuring service
• Manage the proactive engagement with loyal and high risk customers and educate/advise them on available alternatives (products, services and promotions).
• Manage customer life cycle program
• Submit daily , weekly ,monthly and yearly reports on team’s performance
• Engage with inter departmental areas with the aim of collectively achieving the business targets.
• Conduct and manage in/outbound call campaigns to inactive subscribers
• Compile and analyse feedback from customers on issues experienced which result in churn and provide feedback to management
• Execute ad-hoc churn and retention campaigns
• Effectively supervise the upsell and cross selling of products and services through the use of rapport building, probing needs and suggest alternatives.
• Respond to incoming request for cancellation of service (e.g.: debit orders; value added benefits) and persuade customers to take up other available options.
• Sales & Marketing Understanding
• Tele marketing experience
• Churn win back experience
• Sound knowledge of Customer Care Policies and Procedures
• Sound Knowledge of the Business Policies, Processes and Work Instructions
• Product/Services knowledge
• Financial Understanding
• Technical Understanding
• Systems knowledge (IBS)
• MultiChoice Africa business knowledge
• Market/Customer knowledge
• Product/service knowledge
• Competitor knowledge
• Marketing aptitude
• Written and Verbal Communication
• Computer Skills (MS Office)
• Supervisory skills
• Reporting skills
• Strong negotiation skills
• Excellent telephone manner
• Problem Solving and Decision Making
• Information Sharing
• Drive for Results
• Planning and Organising
• Database management
• Presentation skills
• Attention to Detail
• Team Building
• Interpersonal Skills
• Influencing Skills
• Trend Analysis
• Numeracy Skills
• Sales ability
• Ability to motivate teams
• Self-motivated
Personal Qualities
• Proactive - Initiative / idea generation
• Innovative
• Logical, rational thinker
• Customer service orientated
• Team player
• Deadline and results driven
• Performance driven
• Withstanding Pressure
• Self-confidence & Assertiveness
• Cultural Sensitivity
• Approachability
• Time Flexibility
• Empathy
• Service Orientation
• Resilience
• Good Judgement
Required experience of THREE to FIVE years in the same or related positon.
Send your updated CV before 30th Nov. 2017
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