Retention Officer

Job Summary

The candidate will be responsible for achieving a set of monthly customer retention and renewal targets. He/she will strive to reinforce the value of our subscription service, and utilize a set of cust-save tools to prevent service termination, drive and secure contract renewal of existing customers


Responsibilities

  • Achieve monthly Key Performance Metrics on proactive contractual renewal, customer retention and management of termination requests.

  • Undertake outbound calls to existing customers to present contract renewal proposals, up-sell & cross sell products & services.

  • Prevent and reduce customer terminations by attending & resolving all addressable issues from customers and leveraging on “cust-save” tools.

  • Prepare & submit weekly & monthly reports for consolidation & analysis.

  • Engage with key stakeholders in customer service, finance and monitoring center for seamless engagement with customers.

Requirements

  • Minimum G.C.E “O, or “A: Levels or Diploma in General Administration, Business, Science.

  • Minimum 3 years of customer service, retention, and/or telephone sales experience.

  • Previous experience in customer retention and/or telephone sales will be highly regarded.

  • Strong team player

  • Excellent negotiation, interpersonal & communication skills.

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