Job Title: Customer Retention and Loyalty Support
\nAre you a dynamic individual with a passion for driving business growth? We are seeking a highly motivated and experienced Customer Retention and Loyalty Support to develop and maintain excellent relations with new, existing & churned customers resulting in customer retention, satisfaction and loyalty.
\nResponsibilities;<\/p>\n
\u00a0Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
\nTrack and report on the customer base with a keen focus on churn statistics
\nProviding day to day support, training, and quality control for the WINBACK TEAM and Retention teams
\nDrive win backs, liaising with the Manager on the deliverables to achieve the revenue targets for LIT Zambia by reducing churn and increase retention
\nDrive LIT Retention Initiatives to improve and add value to the business revenue by arresting churn rates.
\nAct as intermediary between the WINBACK Team and both LIT and OMNI management teams
\nAcquire on the ground appreciation of the individual customer complaints and reasons for churn, collating actionable insights.
\nGenerate Performance Reports including competition analysis through customer exit interviews.
\nPerform duties inherent in all supervisory and administrative positions.
\nExecution of churn programs, i.e. outbound campaigns aimed at contacting customers who have churned.
\nExercise creative negotiation and sales technique to motivate customers to continue using products & services
\nManage tracking of additional or upgraded services, while providing a quality customer service
\nResolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
\nCoordinate inter-departmental customer data sources for review by CEX senior Manager.<\/p>\n
Candidate Requirements
\n\u00b7 Must be a member of the Chartered Institute of Customer Management-CICM
\n\u00b7 A Bachelor\u2019s degree in any business related field
\n\u00b7 Customer Experience Professional Qualification will be an added advantage
\n\u00b7 2 years of experience
\n\u00b7 Attention to detail and accuracy
\n\u00b7 Ability to manage own workload and high data capturing proficiency
\n\u00b7 Strong reporting and presentation skills.
\nApplications are invited from suitably qualified candidates to fill the roles highlighted above.
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