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| Job Location | Coimbatore |
| Education | Not Mentioned |
| Salary | Rs 4.5 - 8 Lakh/Yr |
| Industry | Telecom / ISP |
| Functional Area | Customer Service (Domestic) |
| EmploymentType | Full-time |
Purpose of the Role:Responsible for ensuring increase in Retention and reduction in churn. Identifies new opportunities to drive growth and leads new initiatives to further drive customer retention for the organisation.Role Description:1. Responsible to design and ensure implementation of retention process in the company2. Prepare and submit annual retention plan and budget to management covering retention and deactivation3. Design and implement approval metrics for retention process4. Design MIS format to track retentions and deactivations5. Monitor telephone calls of retention executive to customers to do quality audit6. Analyze repeat complaints and suggest permanent solution leading to high degree of customer satisfaction7. Design and implement deactivation process8. Responsible to randomly analyze deactivated customers9. Ensure retention executives achieve their targets as per approved budget10. Monitor and ensure shifting, deactivations, reactivation requests received are promptly attended11. Support and manage team consistently by analyzing training needs and developmental needs.12. On call audits, customer voc and field visits.Key Result Areas:This process will help in retaining customers and reducing churn, this will lead to contribution to net add and will have high impact on ACTs success and profitability.Education: Graduate/Post graduate from a reputed instituteWork Experience:1. Should have Minimum 6-8 years of work experience2. Should have Minimum 2-3 years of experience in a managerial role3. Should possess strong Industry knowledge or experience4. Ability to handle large teams and handle multifunctional projects5. Must possess Strong interpersonal abilities6. Must have Strong negotiation, communication & presentation skillsInterested candidate please send in your resume @ marylee.t@roi.actcorp.in
Keyskills :
collections negotiation reactivation retention etentionmanagement callaudit fieldvisit teammanagement customerretention trainingneeds