Purpose of the Role:
Responsible for delivering Gross and Net Churn targets, by implementing creative 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 robust Industry knowledge and experience
Ability to handle large teams
Must have strong negotiation, communication &