Customer Retention Agent at Betpawa

About the job

• Are you passionate about delivering exceptional customer experiences? Join our dynamic team as a Customer Retention Agent! You will play a vital role in ensuring our customers have an exceptional experience with our services.

What you’ll be doing:

• Conducting user experience research projects.
• Making callouts to clients as per campaign mechanics.
• Identify and escalate customer priority issues.
• Manage and resolve customer complaints for high conversion.
• Document call information according to SOPs.
• Upsell and cross-sell company products·
• Share VOC from the outbound calling.
• Conduct competitor analysis.
• Adhere to laid-down internal policies, procedures, and processes.
• Achieve set KPI targets.
• Make follow-up calls to customers who leave negative reviews/feedback and win them back

What makes you a great candidate:

• At least 1 year of experience in contact centers, achieving good performance.
• Excellent written and verbal communication skills in English and Hausa.
• Passionate about customer experience.
• Positive attitude.
• Excellent negotiating and influencing skills.
• A fast learner who can work with set targets
• An excellent communicator.
• A team player.