Our client in the service industry is looking to hire a Customer Retention Officer.
Workstation: Nairobi
Job Purpose;
To manage customer
service / retention / return on portfolio / CVC / Account Management, and operate
as the lead point of contact for any and all issues, concerns and matters
raised internally and externally that are specific to customers within the East
Africa Region.
Main Tasks and Responsibilities
- Manage portfolios of customers in jeopardy within dedicated
territory/valued customers effectively in conjunction with Sales,
Operations and Business Management, to maximise portfolio retention.
- Manage customer service team and ensure the
quality of calls and target calls is met where this may be established.
- Work closely with Department Heads and address any
issues related to existing customers
- Resolve problems aligned to complaint resolution
and customer in jeopardy procedures by clarifying issues; researching and
exploring answers and alternative solutions; implementing solutions;
escalating unresolved problems. Identify “contracts in jeopardy” through
ongoing scheduled contact with customers and take all reasonable action
necessary to take the contract out of jeopardy and where possible
resign.
- Respond to customer issues and enquiries within
the expected time frame. Build and maintain strong, long-lasting customer
relationships. Negotiate contracts and close agreements to maximize
profit.
- Develop a trusted advisor relationship with key
accounts, customer stakeholders and executive sponsors. Ensure the timely
and successful delivery of our solutions according to customer needs and
objectives.
- Communicate clearly the progress of
monthly/quarterly initiatives to internal and external stakeholders.
Develop new business with existing clients and/or identify areas of
improvement to exceed sales quotas. Forecast and track retention metrics
including save results and loss value forecasts on a daily basis and
update immediately when customer status may change.
- Proactively engage with customers in line with
company contact method and quantity requirements. Resigning existing
customers to extend agreement duration. Work with customers nearing
or outside of their contract expiration date to renegotiate and resign the
portfolio.
- Identify and grow opportunities within the
Countries and collaborate with sales teams to ensure growth
attainment. Assist with high severity requests or issue escalations
as needed. Maintain accurate records of all sales and activities including
sales calls, presentations, closed sales, and follow-up activities via the
standard procedures.
- Work cross functionally with the service delivery
teams to ensure customer needs are being met. Establish customer needs and
identify secondary or hidden needs, attempting to add value
accordingly. Sell additional services by recognizing opportunities
to up-sell accounts; explaining features. Complete understanding of
the company pricing, opportunity creation and follow up model.
- Apply pro-active retention call cycle calls to
customers in line with KPI’s and record customer interactions and
relationship cycle transactions. Perform troubleshooting on all customer
issues and schedule all field service calls as required. Update
customer contact records to maintain current data. Use all available
reports and internal relationships to develop solutions that address the
customer needs.
- Ensure that Net Promoter Score (NPS) outbound call
KPIs are achieved each month
- Manage and oversee that Account Management portfolios
are distributed as per correct Tier Functions – Report activity vs KPI for
all Key Stakeholders
- Track and monitor all incoming Complaints &
Customer Termination Requests
- Track and Monitor customers on Suspension, Drive
ROP
- Provide telephone coverage in the Support Centre,
during holiday or busy times.
- Ad hoc admin duties as and when required by the
Managing Director or the Management
Skills and
Qualifications
- Bachelor’s Degree in Administration or any
relevant field
- A minimum of 3 years’ relevant experience in the
same position
- Management/Supervisory skills is a Must
- Customer Service/Account Management,
& Data analysis/excel skills
- Strong IT Skills
- Good administration and communication skills.
How To Apply
All applications should
be done on or before close of business 15th Sep 2021 on
link below:
https://reedsafricaconsult.com/job/customer-retention-officer/
Only shortlisted
candidates will be contacted