Retention and Renewal Executive at e.Stream Networks (Nigeria) Limited

Reports to: LTE Customer Support Lead
Direct Reports: LTE Customer Support Lead

Job Purpose

• Customer Support Executive is responsible for handling customers issues and complains viatelephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.

Duties and Responsibilities

Technical / Analysis and Problem Solving:

• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to the customer base to prevent churn and bring back churned customers, under the supervision of LTE Customer support Lead.
• Support customers in resolving their issues in a timely manner
• Adhere to Policy and Procedures as established within the department and the company

Customer Focus:

• Maintaining cordial relationship with dealers and customers
• Ability to deal with customers and resolve issues in a positive way
• Excellent communication skill
• Time management skill

Interpersonal, Relationship Management & Collaboration:

• Prompt resolution of customer’s complains and queries by liaising with appropriate unit.

KPIs

• 50% Customer Churn
• 30% Existing Customer revenue growth Rate (Upsell or Cross Sell)
• 81% Repeat Purchase Ratio
• Daily Revenue Outstanding
• 1 Month Time Between Purchases
• 80% Loyal Customer Rate
• First Contact Resolution (FCR) 24hours max
• Assist to improve customer retention to 95% monthly.
• Assist to reduce churned customers to 50% quarterly (Customers not renewed after 90 days of subscription expiration).
• Timelines in responding to client feedback / concerns
• Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
• Make regular, outbound phone calls to existing customer to prevent customer churn
• Support customers in resolving their issues in a timely manner
• Adhere to Policy and Procedures as established within the department and the company.

Requirements
Education & Work Experience:

• HND / B.Sc holder / IT with good communication skills
• Minimum of 3 to 5 years’ Experience in Call Center and or Customer Service
• Exceptional interpersonal skills and a strong understanding of customer orientation
• Demonstrated customer service skills and multi-tasking skills essential
• Works as a team member as well as an individual.
• Ability to multi-task
• Relevant Professional Certificate will be an added advantage (NIPR, NIM).

Competency, Skills & Certifications:

• Negotiation Skills.
• Good interpersonal Skills.
• Customer Oriented Skills.
• Computer Skills.

Working Conditions

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station occasionally.

Physical Requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.