Job Description

• Contribute to the reduction and prevention of Churn.
• Contribute to the cost savings target of the business.
• Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues.
• Build and maintain relationships with customers through health campaigns.
• Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices.
• Develop and demonstrate a thorough understanding of the customer needs and issues.
• Based on Client interactions, monitoring of key metrics and revenue reporting, provide early identification of churn to mitigate potential client issues or dissatisfaction.
• Identify opportunities to turn dissatisfied customers into satisfied customers.
• Follow the laid down processes and procedures to effectively carry out Retention tasks and impact positively on the Revenues.
• Work cross functionally to address issues raised through client interactions.
• Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention.
• Support the Billing and Finance team in money collection and issue resolution.
• Grow and develop existing customers as well as generating new business through lead generation.

Principal Outputs for this role

• Contribute to the reduction and prevention of Churn
• Achieve the sales targets as set out with line manager
• Develop and demonstrate a thorough understanding of the customer needs and issues
• Contribute to the cost savings target of the business
• Build and maintain relationships with customers. Conduct joint customer meetings to drive volumes and profitability

Requirements

Qualifications- Academic and Professional

• Relevant Business degree or Communications degree
• Professional Certification

Experience

• 3 – 5 years – Customer Relationship Management, Customer Service