Retention Officer at IpNX Nigeria Limited

Category: Outsourced

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.

Responsibilities:

• 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.
• 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.
• Maintain constant and effective communication with retail customers through surveys.
• Identify and monitor unique customer trends and escalate.
• Ensure all complaints are resolved.
• Process request in timely manner and send updates to customers.
• Effectively identifying and dealing with customer dissatisfaction.

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