Retention Officer at IpNX Nigeria Limited

Purpose of the Job

• The customer retention agent is responsible for engaging customers to obtain feedback on service and understand their behavior (lifestyle, preferences etc.) and to win back lost customers.

Key Activities

• Reduce Customer churn Identifying inactive subscribers and get them active on the network.
• Identify and monitor unique customer trends and escalate.
• Engage active customer to proactively identify unique customer issues and solve.
• Customer complaint/request and feedback management
• Ensure all customer feedback/complaints are documented, escalated to appropriate unit and also follow up till Head CEA
• Customer Retention
• Supervisor Retention
• Agent Retention
• Agent resolution.
• Track /update and close all tickets on OTRS.
• Process compensation, reimbursement, waivers and refunds for customers.
• Customer engagement Maintain constant and effective communication with retail customers through surveys.
• Identify and monitor unique customer trends and escalate.
• Increase customer satisfaction Ensure all complaints are resolved.
• Process request in timely manner and send updates to customers.
• Effectively identifying and dealing with customer dissatisfaction.
• Any other duties assigned by manager

Educational Qualifications & Functional Skills

• Minimum Requirements: HND / B.Sc in any discipline
• Minimum Experience: 1-2 years’ experience in customer care
• Work Experience: Customer Relations, Sales, Marketing, Human Relations (Any other Human Related) in Telecoms company

Other Requirements:

• Customer Focus
• Result Oriented
• Ability to multitask, set priorities
• and manage time effectively.
• Excellent communication and
• listening skills
• Team player
• Good listener
• Good interpersonal Skills
• Hard working
• Accountable
• Innovative
• Self-Motivated.