Retention Coordinator Jobs In Kenya

Retention Coordinator Job Opportunities in Kenya

We are a leader in the broadcast media sector. Due to expansion and growth, the following position has come up in our organization.

Retention Coordinator- Premium Re-Advertisement

Position objective:

Reporting to the Head of Retention, the candidate will be responsible for executing the churn and retention campaigns for the premium segment and managing the churn CSRs in line with the retention strategy.

Key Outputs include

Drive to achieve setsales, retention, churn win back and survey targets for Churn CSRs 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 go through Quality Assurance

Ensure all QA feedback is included in daily coaching and performance measurement

Ensure regular training, refreshers and assessments of all staff

Ensure the maintenance ofand 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 managein/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.
Qualifications and Competencies for Retention Coordinator Jobs in Kenya


Minimum first degree in social sciences or a business related field

An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage

5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience

Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage

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

Market/Customer knowledge

Marketing aptitude

Skills

Written and Verbal Communication

Supervisory skills

Strong negotiation skills

Database management

Presentation skills

Attention to Detail

Interpersonal Skills

Influencing Skills

Trend Analysis

Numeracy Skills

Sales ability

Ability to motivate teams

Self-motivated

Interested Applicants should submit their CV’s clearly marked “Retention Co-coordinator – Premium” on the subject line to talentresourcing14@gmail.com. The Closing date for all applications is 4thAugust 2015

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