Retention Agent

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

The Digicel+ Retention Executive is responsible for the execution of tactical campaigns to maintain the active Digicel+ subscriber count per the budget. The role encompasses outbound customer facing interactions as well as internal care functions. The candidate must be customer centric, possess excellent candor and be cable to conduct conversations with customers to understand and address their issues while restoring loyalty and soliciting outstanding bill payments.
In addition, because the Retention function serves both Finance Collections and Customer Experience, the candidate may be required to support across these peripheral functions.

The Digicel+ Retention Executive is responsible for the execution of tactical campaigns to maintain the active Digicel+ subscriber count per the budget. The role encompasses outbound customer facing interactions as well as internal care functions. The candidate must be customer centric, possess excellent candor and be cable to conduct conversations with customers to understand and address their issues while restoring loyalty and soliciting outstanding bill payments.

Main Duties and Responsibilities:

• Maintain a high level of product knowledge and be able to explain the features and benefits of products and services to customers
• Keep current with products promotions, procedures and applications used to resolve customer queries
• Utilize applicable tool-kit(s) to persuade customers at risk of churn to pay their bills and reconnect
• Conduct calls to ‘non-pay’ disconnect customers to encourage payments as well as to support resolution to any concerns/queries
• Manage inbound requests utilizing retention techniques to mitigate churn
• Provide excellent customer service for queries and efficiently resolve complaints, problems and refunds within given guidelines, referring to a further authority only if necessary within specified timeframes
• Case management in TCRM (Ensuring cases are resolved within the SLA)
• Document reasons for churn and submit all required reports in a timely manner
• Conduct customer satisfaction surveys via welcome calls and utilize said feedback for proactive churn management
• Any other general administrative duties as may be required

Qualifications and Experience Required:

• Five (5) CXC or GCE Subjects (inclusive of English and Mathematics or an equivalent numeric qualification)
• At least six (6) months working experience in a Customer Service Environment
• Knowledge of Microsoft applications: Word, PowerPoint, Office Outlook and Excel

Functional Skills:

• Ability to communicate effectively both orally and in writing
• Customer Service Training
• Good analytical skills
• Effective time management Skills
• Strong computer skills including the full suite of Microsoft Office solutions is mandatory
• Strong Task & Team orientation