Retention Executive at Wananchi Group

Department: Customer Experience

Position Reporting to: Team Leader – Retention

Job Purpose / Summary: To support and retain our current subscribers using selling techniques in order to achieve customer reconnection targets. Educate customers on competitive pricing and product information; assist the customer in comparing and contrasting our products versus competition.

A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

Key Roles:

• Handle outbound disconnect/downgrade calls from existing customers
• Responsible for skillfully retaining customers through positive relationship building
• Diffuse the irate customer situation by utilizing strong listening skills and probing techniques
• Identify reason(s) for disconnect and overcome objections in an effort to retain the customer
• Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers
• Effectively transition from the save to upgrading the customer to additional products and services
• Provide exceptional customer care across all call types including escalations, technical support and billing
• Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation
• Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence
• Report customer problems to escalation departments to ensure customer satisfaction
• Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
• Provide explanation and interpretation of billing system information
• Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner

Qualifications

• Experience over 1 year in a Retention/Churn team in a Telco company
• Customer-centric mentality & passion for the customer
• Must have ability to complete all work

Preferred Skills / Qualifications:

• Effective listening skills with high level of empathy
• Effective verbal communication skills, including grammar and tone
• Ability to probe and correctly identify customer needs/concerns.
• Strong Problem solving ability
• Exceptional sales skills in order to save and upgrade customers
• Proven ability in objection handling techniques
• Ability to deal with rejection
• Manage confrontation and remain confident
• Ability to provide complete customer service, overcome customer objections and retain customers.