Retention Coordinator - Premium

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

RETENTION COORDINATOR- PREMIUM

Position objective:

Reporting to the Head of Retention, the candidate will be responsible for executing the churn and retention campaigns for the premium segment and managing the churn CSRs in line with the retention strategy.

Key Outputs include:

 

·         Drive to achieve set sales, retention, churn win back and survey targets for Churn CSRs 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 go through Quality Assurance

·         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.

Qualifications and Competencies    

·         Minimum first degree in social sciences or a business related field

·         An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage

·         5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience

·         Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage

·         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

·         Market/Customer knowledge

·         Marketing aptitude

Skills

·         Written and Verbal Communication

·         Supervisory skills

·         Strong negotiation skills

·         Database management

·         Presentation skills

·         Attention to Detail

·         Interpersonal Skills

·         Influencing Skills

·         Trend Analysis

·         Numeracy Skills

·         Sales ability

·         Ability to motivate teams

·         Self-motivated

        .

Interested Applicants should submit their CV’s clearly marked “Retention Co-ordinator – Premium” on the subject line to: talentresourcing14@gmail.com. The Closing date for all applications is 9^th December 2014