| Advertisement |
Description
CONTEXT
(External factors which influence the work environment, taking future conditions and strategic requirements into account)
(External factors which influence the work environment, taking future conditions and strategic requirements into account)
• Competitive Environment
• Dynamic, Ever Changing Environment
• Leading Edge Technology
• Multicultural Environment
• Multi-skilled Staff
• Developing Industry and Business
• Diverse Business Units
• Challenging local operating environment
• Performance Driven Environment
• Customer focussed Environment
• Dynamic, Ever Changing Environment
• Leading Edge Technology
• Multicultural Environment
• Multi-skilled Staff
• Developing Industry and Business
• Diverse Business Units
• Challenging local operating environment
• Performance Driven Environment
• Customer focussed Environment
CUSTOMERS
• Operations Team
• Subscribers
• Finance dept.
• Technical and Distribution Departments
• Installers/Dealers
• Operations Team
• Subscribers
• Finance dept.
• Technical and Distribution Departments
• Installers/Dealers
OUTPUTS
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)
(Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organisation’s mission and strategy)
• Drive to achieve set sales, retention, churn win back and survey targets for Retention Consultants and performance manage them in line with the retention strategy.
• Supervise outbound calls and ensure service levels are achieved
• Ensure adherence to assigned retention script and provide recommendations to any changes Ensure all surveys are recorded and QA’ed
• Ensure all QA feedback is included in daily coaching and performance measurement
• Ensure regular training, refreshers and assessments of all staff
• Ensure the maintenance of and clean up Subscriber database
• Resolve escalated Customer retention Queries /Complaints
• Ensure and manage the achievement of Customer Service Standards
• Ensure adherence to Quality assurance procedure as a tool for measuring service
• Manage the proactive engagement with loyal and high risk customers and educate/advise them on available alternatives (products, services and promotions).
• Manage customer life cycle program
• Submit daily , weekly ,monthly and yearly reports on team’s performance
• Engage with inter departmental areas with the aim of collectively achieving the business targets.
• Conduct and manage in/outbound call campaigns to inactive subscribers
• Compile and analyse feedback from customers on issues experienced which result in churn and provide feedback to management
• Execute ad-hoc churn and retention campaigns
• Effectively supervise the upsell and cross selling of products and services through the use of rapport building, probing needs and suggest alternatives.
• Respond to incoming request for cancellation of service (e.g.: debit orders; value added benefits) and persuade customers to take up other available options.
• Supervise outbound calls and ensure service levels are achieved
• Ensure adherence to assigned retention script and provide recommendations to any changes Ensure all surveys are recorded and QA’ed
• Ensure all QA feedback is included in daily coaching and performance measurement
• Ensure regular training, refreshers and assessments of all staff
• Ensure the maintenance of and clean up Subscriber database
• Resolve escalated Customer retention Queries /Complaints
• Ensure and manage the achievement of Customer Service Standards
• Ensure adherence to Quality assurance procedure as a tool for measuring service
• Manage the proactive engagement with loyal and high risk customers and educate/advise them on available alternatives (products, services and promotions).
• Manage customer life cycle program
• Submit daily , weekly ,monthly and yearly reports on team’s performance
• Engage with inter departmental areas with the aim of collectively achieving the business targets.
• Conduct and manage in/outbound call campaigns to inactive subscribers
• Compile and analyse feedback from customers on issues experienced which result in churn and provide feedback to management
• Execute ad-hoc churn and retention campaigns
• Effectively supervise the upsell and cross selling of products and services through the use of rapport building, probing needs and suggest alternatives.
• Respond to incoming request for cancellation of service (e.g.: debit orders; value added benefits) and persuade customers to take up other available options.
COMPETENCIES
Knowledge
• Sales & Marketing Understanding
• Tele marketing experience
• Churn win back experience
• Sound knowledge of Customer Care Policies and Procedures
• Sound Knowledge of the Business Policies, Processes and Work Instructions
• Product/Services knowledge
• Financial Understanding
• Technical Understanding
• Systems knowledge (IBS)
• MultiChoice Africa business knowledge
• Market/Customer knowledge
• Product/service knowledge
• Competitor knowledge
• Marketing aptitude
Knowledge
• Sales & Marketing Understanding
• Tele marketing experience
• Churn win back experience
• Sound knowledge of Customer Care Policies and Procedures
• Sound Knowledge of the Business Policies, Processes and Work Instructions
• Product/Services knowledge
• Financial Understanding
• Technical Understanding
• Systems knowledge (IBS)
• MultiChoice Africa business knowledge
• Market/Customer knowledge
• Product/service knowledge
• Competitor knowledge
• Marketing aptitude
Skills
• Written and Verbal Communication
• Computer Skills (MS Office)
• Supervisory skills
• Reporting skills
• Strong negotiation skills
• Excellent telephone manner
• Problem Solving and Decision Making
• Information Sharing
• Drive for Results
• Planning and Organising
• Database management
• Presentation skills
• Attention to Detail
• Team Building
• Interpersonal Skills
• Influencing Skills
• Trend Analysis
• Numeracy Skills
• Sales ability
• Ability to motivate teams
• Self-motivated
.
Personal Qualities
• Computer Skills (MS Office)
• Supervisory skills
• Reporting skills
• Strong negotiation skills
• Excellent telephone manner
• Problem Solving and Decision Making
• Information Sharing
• Drive for Results
• Planning and Organising
• Database management
• Presentation skills
• Attention to Detail
• Team Building
• Interpersonal Skills
• Influencing Skills
• Trend Analysis
• Numeracy Skills
• Sales ability
• Ability to motivate teams
• Self-motivated
.
Personal Qualities
• Proactive - Initiative / idea generation
• Innovative
• Logical, rational thinker
• Customer service orientated
• Team player
• Deadline and results driven
• Performance driven
• Withstanding Pressure
• Self-confidence & Assertiveness
• Cultural Sensitivity
• Approachability
• Time Flexibility
• Empathy
• Service Orientation
• Resilience
• Good Judgement
• Innovative
• Logical, rational thinker
• Customer service orientated
• Team player
• Deadline and results driven
• Performance driven
• Withstanding Pressure
• Self-confidence & Assertiveness
• Cultural Sensitivity
• Approachability
• Time Flexibility
• Empathy
• Service Orientation
• Resilience
• Good Judgement
Required experience of THREE to FIVE years in the same or related positon.
Send your updated CV before 30th Nov. 2017
0 comments: