• Application Deadline: Thu, 9 Feb 2023 00:00:00 GMT
• Position: Retention Agent


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 2 years


• Location Lagos


• Job Field Customer Care 
  

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.