Retention Agent at U-Connect Human Resources Consulting

Purpose of the Job (Brief)

• The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

Key Activities

• Reduce Customer churn.
• Identifying inactive subscribers and get them active on the network.
• Identify and monitor unique customer trends and escalate.
• Engage active customer to proactively identify unique customer issues and solve.
• Customer complaint/request and feedback management
• Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA Customer Retention Supervisor Retention Agent Retention Agent resolution.
• Track /update and close all tickets on OTRS.
• Process compensation, reimbursement, waivers and refunds for customers.
• Customer engagement
• Maintain constant and effective communication with retail customers through surveys.
• Identify and monitor unique customer trends and escalate.
• Increase customer satisfaction.
• Ensure all complaints are resolved.
• Process request in timely manner and send updates to customers.
• Effectively identifying and dealing with customer dissatisfaction.
• Any other duties assigned by manager Demonstrate (Key competencies)

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc, any Discipline.
• Minimum Experience: 1 - 2 years’ experience in customer care.

Work Experience:

• Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company
• The ideal candidate must have experience in the telecom industry

Other Requirements:

• Customer Focus
• Result Oriented
• Ability to multitask, set priorities and manage time effectively.
• Excellent communication and listening skills
• Team player
• Good listener
• Good interpersonal Skills
• Hard working
• Accountable
• Innovative
• Self-Motivated.