• Application Deadline: Thu, 30 Jun 2022 00:00:00 GMT
• Position: Retention Officer


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 1 - 2 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

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