Purpose of the Role:
Responsible for delivering Gross and Net Churn targets, by implementing innovative strategies & processes and driving people.
The candidate is expected to increase customer retention and reduce gross disconnections by deep diving, analysing and identifying different opportunities to improve performance, productivity and most importantly, customer satisfaction.
Role Description
- Responsible for implementation of the retention process in the company
- Improve daily productivity and efficiency of team
- Listen to voice of customers to improve quality of calls and provide inputs to the team and organization
- Analyze repeat complaints and suggest permanent solution leading to a high degree of customer satisfaction
- Lead and drive the culture of care and compassion coupled with outstanding performance
- Monitor and ensure customer requests received are promptly attended
- Support and manage the team consistently by analyzing training and developmental needs
- Constantly working on automation to reduce manual interventions
- Effective cross functional synergy and coordination
- Process improvements leading to significant reduction in customer disconnection requests
- Sharing insights, reports, analysis and presentation to management
- Understanding of payment process in Enterprise segment
- Recovering doubtful debts from customers with payments overdue
- Maintaining good relationship with large customers and managing them personally
- Acting as a final point of escalation for all customer issues.
Key Result Areas:
- To deliver high retention rates of customers, that reduces churn and increases profitability
Education:
- Graduate/Post graduate from a reputed institute
Work Experience
- Should have minimum 9+ years of work experience in a customer retentions role, preferably from the ISP, Telecom or Banking industry
- Should possess strong Industry knowledge and experience
- Ability to handle large teams
- Must have strong negotiation, communication &