Customer Service Representatives - Churn

We are a leader in the broadcast media sector. Due to expansion and growth, the following positions have come up in our organization.

CUSTOMER SERVICE REPRESENTATIVES – CHURN (5 Positions)

Position objective:

Reporting to the Retention Co-ordinator, the candidate will be responsible for executing the churn and retention campaigns and providing feedback from customers in line with the retention strategy.

Key Outputs include:

 

·         Make outbound and receive incoming calls with the purpose of churn recovery

·         Maintain and clean up Subscriber database

·         Resolve Customer retention Queries /Complaints

·         Achieve Customer Service Standards

·         Achieve business set targets on churn

·         Adhere to Quality assurance procedure as a tool for measuring service

·         Execute outbound calls as per assigned script with the aim of retaining and reducing churn

·         Proactively engage with loyal and high risk customers and educate/advise them on available alternatives (products, services and promotions)

·         Contact customers who sign up for the first time and advise of available options (payment options, Self Help, downgrade)

·         Conduct outbound call campaigns to inactive subscribers

·         Continuously Provide feedback from customers on issues experienced which result in churn.

·         Effectively upsell and cross sell products and services through the use of rapport building, probing needs and suggest alternatives.

·         Respond to incoming request for cancellation of debit orders and persuade customers to take up other available options.

·         Attend to any ad-hoc business request from Management aimed at reducing churn

·         Accurately capture all surveys on the provided system.

·         Consistently score in the highest quadrant for training assessments and QA evaluations

·         Achieve aggressive sales, upgrade and churn win-back targets

·         Generate ideas as to how to reduce churn and how to improve retention

Qualifications and Competencies    

• A University Degree in Social Sciences or a Business related field
• Working experience at a busy call centre or banking hall with some Quality analysis or supervisory level experience
• Experience at technology oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage
• Computer Skills (MS Word, Excel, Power point)

·         Sales & Marketing Understanding

·         Customer service orientated

·         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

·         Market/Customer knowledge

·         Marketing aptitude

Skills

·         Written and Verbal Communication

·         Excellent telephone etiquette skills

·         Problem Solving and Decision Making

·         Information Sharing

·         Drive for Results

·         Planning and Organising

·         Database management

·         Presentation skills

·         Attention to Detail

·         Interpersonal Skills

·         Influencing Skills

·         Trend Analysis

·         Numeracy Skills

·         Sales ability

·         Cultural Sensitivity

Interested Applicants should submit their CV’s clearly marked “CSR - Churn” on the subject line to: talentresourcing14@gmail.com. The Closing date for all applications is 16^th January 2015.