Retention Coordinator - Premium

By Live Lover -


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 9th December 2014

Comments

Post a Comment

Popular posts from this blog

Dispatch Manager

By Live Lover -
Our Client, a leading motorbike and three wheeler assemblers in Kenya seeks to recruit a  Dispatch Manager . The ideal candidate will be responsible for overseeing the scheduling, staging, tracking and reporting of the day's activities. He/she will also be in charge of recording and maintaining data related to the day's work load such as delivery confirmations, mechanical breakdowns, customer requests, charges and expenses incurred. Key Responsibilities Scheduling and assigning work crews, delivery vehicles and service equipment for the daily tasks  Receiving and preparing work orders and monitoring jobs in progress Informing staff about logistic problems or updates and handling questions or complaints from staff and clients Recording and maintaining data related to the day's work load such as delivery confirmations, mechanical breakdowns, customer requests, charges and expenses incurred Identifying items and containers of incoming and outgoing shipments and v...
Read more

Systems Developer

By Live Lover -
Image
Job Title Systems Developer Location Nairobi,KE Organization Name Information Systems Department Description Welcome aboard  Kenya  Airways!  Kenya Airways is truly the Prideof Africa. Our global network now reaches 59 destinations, 46 of which are spread across the  Africa  continent. With a modern fleet of  36 aircrafts, including four Boeing 777 series, makes us one the youngest fleets in  Africa . Kenya Airways opens a world of opportunity across the continent, creating sustainable development by connecting its people and businesses within  Africa  and around the world. At Kenya Airways we believe our greatest asset is our people. When you join Kenya Airways we provide you with training and all the systems and tools you require to perform. And best of all, we provide an environment that enables each and every one of our employees to achieve their full potential. Brief Description Development and Maintenance of reporting, ...
Read more

People Operations Administrator

By Live Lover -
Image
To apply click here Date: 30-Jul-2021 Location: Nairobi, Sub Saharan Africa, KE Company: British Council The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connec...
Read more