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  • Posted: Apr 18, 2019
    Deadline: Apr 25, 2019
  • Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day...
    Read more about this company

    Retention Coordinator

    Function: Service
    Reporting Relationship (Line Manager): Customer Service Support Manager

    Job Responsibilities

    Customer Management:

    • Responsible for the retention of prospective and existing customers
    • Administration of all Retention & Close Looping processes
    • Provide trends and insights of customer behavior to Management
    • Provide support to other Teams within the business
    • Develop good relationship management processes with both existing accounts and prospective customers.

    Team management:

    • Qualitative & quantitative monitoring, evaluation and feedback
    • Performance management of Shift-leads & Agents

    Implementation of Initiatives & Campaigns:

    • Co-ordinate and implement all campaigns and initiatives on established survey tools
    • Ensure cross functional co-operation for delivery of initiatives and campaigns with other Teams
    • Provide reporting on activities implemented
    • Provide recommendations as to enhancements to improve performance

    Value & Revenue Generation:

    • Identify areas of non-performance with the aim of reducing process defects by influencing and ensuring all process delivers as per norms
    • Provide recommendations to Management on ways to improve usage and perceived customer value Administer Premier program
    • Encourage ALL existing customer to subscribe timely to avoid dark days and reduce churn within sector
    • Close loop with all lost customers and administers learnings to the business

    Business Goal Alignment:

    • Implement offers that elicit minimum spend commitments from customers thereby ensuring ARPU consistency
    • Use the established customer segmentation model for effective monitoring and targeting of customers with unique propositions to ensure continuous activity
    • Track campaign results, analyze data, and assess the effectiveness and profitability of retention campaigns; modify strategies as indicated
    • Implement a continuous development process for up skilling staff to deliver on Business Objectives in conjunction with Human resources.
    • Create effective alternative channels that encourages employees share opinions and ideas
    • Implement & review Feedback from Employee Engagement surveys


    • Customer Retention & satisfaction
    • ARPU
    • Close loop all service resolutions – Support center, Field Service Operations

    Educational Qualifications & Functional / Technical Skills

    • A bachelor's degree in any Science or Business area of specialty
    • Management of 5 years’ experience in Retention; three of which must be in coordinating
    • Customer service or process management experience (not less than 3 years)
    • Understanding of the principle of CRM and Customer Management
    • Understanding of the principles of Business Intelligence and Reporting
    • Good interpersonal and relationship building skills

    Relevant Experience:

    • Project Management
    • Understanding usage and retention
    • Proven record of achieving business success sand relationship management
    • Good oral and written communication skills; Report writing, Presentation

    Other Requirements (Behavioral etc):

    • Self-driven & Creative thinker
    • Ability to question the status quo
    • Result and service orientation
    • People’s Management skill
    • Analytical minded
    • Ability to work under pressure
    • Ability to wear multiple hats
    • Delivery on goals and established timelines.

    go to method of application »

    Account Assistant

    Job Responsibilities

    • Shall be responsible for the general accounting function include the day to day recording of transactions on the accounting software to ensure the completeness and accuracy of the general ledger at all times.
    • Filing of monthly VAT and WHT tax.
    • Collection and distribution of credit notes to vendors
    • Maintaining balance sheet schedules
    • Ledgers and bank reconciliations
    • Assisting with monthly closings and account analysis and supporting the senior accountant and management in carrying out the responsibilities of the account department.

    Job Responsibilities

    • Complete general ledger operations which include ensuring day to day recording of transactions on the ERP
    • Ensure the general ledger is complete and accurate on daily basis
    • Assist with monthly account closing
    • Assist with year-end account closing
    • Assist to reconcile and maintain balance sheet account
    • Assist to prepare analysis of accounts as requested
    • Implement controls and manage accounts receivable and accounts payable
    • Assist to prepare tax computations and returns
    • Account/bank reconciliations
    • Review and process expense reports
    • Assist with implementing and maintaining internal financial controls and procedures
    • Monitoring cash limit on weekly basis and communication to respective department; heads payments made in the period

    Educational Qualifications & Functional / Technical Skills

    • A first Degree in Accounting or Finance
    • Professional accounting qualification will be an added advantage

    Relevant Experience:

    • Minimum of 3 years’ experience in general accounting and internal controls
    • Knowledge of IFRS and GAAP
    • Proficiency in relevant accounting software
    • Proficiency in the use of excel
    • Audit experience will be an added advantage
    • Experience working in a global, geo-diverse company, will be an added advantage

    Other Requirements (Behavioral etc.):
    General Competencies:

    • Analytical, problem-solving and reporting skills
    • Good communication skills; verbal and written
    • Good interpersonal relationship skills
    • Ability to be take initiatives and must be proactive
    • Team player
    • Must be able to maintain a high level of confidentiality

    Method of Application

    Interested and qualified candidates should send respective CV with a Cover Note to our official Careers email address via: Subject should be job-title/Location (Retention Coordinator).

    Note: Please note that applications not received on the or before the closing will not be considered for this current opening.

  • Send your application

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