Telesales Retention Agent at Wananchi Group

Position Reporting to: Team Leader

Manages Others: No

Titles & Number of Positions Managed: 12

Job Purpose / Summary: The main responsibility of a retention agent is to win back and retain customers already acquired by the company who have been inactive for more than 90 days, as well as work cooperatively with the entire organization to retain existing customers, meet or exceed monthly sales targets whilst increasing customer satisfaction.
 

Key Roles:

• Make outbound calls to inactive customers over 90 days, whilst listening to customer requirements and presenting products appropriately to make a sale, whilst informing the customer on current product features, service promotions, billing, charges, and product value.
• Identify and resolve customer issues through creative sales techniques for customers by asking the right questions, whilst maintaining and developing relationships with existing customers via telephone calls, SMS broadcast and emails.
• Challenging any objections with a view to getting the customer to buy
• Respond to incoming telephone inquiries
• Review their own churn performance; aiming to meet or exceed targets
• Feeding future buying trends back to the company for decision making purposes via daily feedback reports
• Ensure that completed disconnections, transfers and seasonal downscale requests are updated to customer accounts by escalations done in timely manner
• Gain a clear understanding of customers’ requirements; and
• Attend team meetings and sharing best practice with colleagues

Academic Qualifications: Minimum of Diploma certification

Experience: Entry level position

Skills and Competencies:

• Familiarity with the industry dynamics in the country
• Analytical and organization skills
• Strong Communication skills