• Application Deadline: Sat, 26 Nov 2022 00:00:00 GMT
• Position: Customer Retention & CX Coordinator


• Job Type Full Time


• Qualification BA/BSc/HND , MBA/MSc/MA


• Experience 3 years


• Location Lagos


• City Victoria Island


• Job Field Customer Care 
  

Purpose of the Job

• Responsible for proactive relationship building with Customers. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive Relationship building, listening to concerns/addressing issues and educating on available products and services.


• Supervise all activities of the customer retention unit. Identify /execute retention Strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.

Expected Key Results

• Reduce customer churn


• Increase customer loyalty


• Customer Retention


• Manage data usage administration /complaint


• Elicit concrete information from customers via surveys and campaign for excellent Customer Experience


• Request processing for customers


• Complaint tracking.

Educational Qualifications & Functional Skills

• University Degree in Social Sciences


• Post Graduate degree (MBA, M.Sc., etc.) an added advantage


• Professional Qualification in Customer experience management an added advantage

Work Experience:

• 3+ years of customer loyalty and retention experience


• Data analysis experience using Excel with pivot tables and statistical analysis.

Other Requirements:

• Customer Focus


• Tech savvy


• Action orientation


• Drive results


• Cultivate Innovation


• Ability to optimize work processes


• Resilience


• Self Development


• Nimble Learning


• Ensures Accountability


• Develops Talent


• Drives Engagement


• Drives Vision & Purpose


• Excellent Decision Quality.