Customer Retention Executive Contractor at Safaricom Kenya

Description

We are pleased to announce the following Contract Opportunity in Market Development Department within the Regional Sales & Operations Division.  In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.

Brief Description

Reporting to the In-life Manager-Home Channel, the position holder will be responsible for proactively initiating customer interactions and activities focused on increasing customer lifetime value. They will also conduct outbound campaigns to educate, sell products & services, resolve escalations, record responses, recommend resolutions and action requests from Safaricom Home Customers. 

Job Responsibilities

• Monitor & Manage all forms of churns within the channel for the Home Solutions products & services.
• Educate & recruit specific segment customers on new and existing products within the Home Solutions portfolio.
• Devise and implement strategies that will drive customer product stickiness within the specified segment.
• Capture value from existing products through effective growth stimulation and new products adoption within Safaricom Home.
• Drive continual customer upgrade strategies of Home Solutions products and services.
• Track and reduce demand of Named Accounts segment through Safaricom channels (Not limited to line 400).
• Conduct welcome, health check and churn prevention campaign initiatives.
• Retain contracts at risk of termination and manage termination process.
• Carry out external surveys to ascertain customer knowledge, perception and quality of service
• Repeat Caller Follow through.
• Safaricom Home Retention Folder Management.

Requirements

• Minimum – Diploma in a business or social discipline from a recognized institution. A degree is an added advantage.
• At least 2 years working experience in a customer engaging environment, preferably in broadband sales or support.
• Strong communication and selling skills
• Proactive, confident, energetic and able to work under pressure with a positive attitude
• Creative and complex problem solving skills
• Self- motivating and requires minimum supervision
• Project management skills
• Integrity in handling customer proprietary information