Customer Service Representatives - Churn

By Live Lover -


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 16th January 2015.

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