💡 Opportunity Summary
- This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive Relationship building, listening to concerns/addressing issues and educating on available products and services.
- Identify /execute retention Strategies that reduce churn and increase customer loyalty in other to sustain revenue.
- Professional Qualification in Customer experience management an added advantage.
- Job Type Full Time
- Qualification BA/BSc/HND , MBA/MSc/MA
- Experience 3 years
- Location Lagos
- City Victoria Island
- Job Field Customer Care 
Purpose of the Job
- Responsible for proactive relationship building with Customers. This position coordinates, executes, and manages outbound call programs built to effectively retain customers through positive Relationship building, listening to concerns/addressing issues and educating on available products and services.
- Supervise all activities of the customer retention unit. Identify /execute retention Strategies that reduce churn and increase customer loyalty in other to sustain revenue. Gather feedback from customers and provide update to the Leadership.
Expected Key Results
- Reduce customer churn
- Increase customer loyalty
- Customer Retention
- Manage data usage administration /complaint
- Elicit concrete information from customers via surveys and campaign for excellent Customer Experience
- Request processing for customers
- Complaint tracking.
Educational Qualifications & Functional Skills
- University Degree in Social Sciences
- Post Graduate degree (MBA, M.Sc., etc.) an added advantage
- Professional Qualification in Customer experience management an added advantage
Work Experience:
- 3+ years of customer loyalty and retention experience
- Data analysis experience using Excel with pivot tables and statistical analysis.
Other Requirements:
- Customer Focus
- Tech savvy
- Action orientation
- Drive results
- Cultivate Innovation
- Ability to optimize work processes
- Resilience
- Self Development
- Nimble Learning
- Ensures Accountability
- Develops Talent
- Drives Engagement
- Drives Vision & Purpose
- Excellent Decision Quality.
Method of Application
Apply for this job
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