Company Info
U-Connect Human Resource Limited is a leading provider of HR Services, founded in 2004, we are a Human resource consulting company with head office in Lekki peninsula, Lagos. We are a proud Nigerian operation offering local support and services in the area of Human resource solutions with service offerings that include world-class personnel outsourcing, e-recruitment, headhunting, training and development, quality management solutions, outplacements, verification, computer-based pre-assessment, and competency testing as well as Business process outsourcing.
Title: Retention Agent
Location: Lagos
Employment Type: Full-time
Purpose of the Job (Brief)
- 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 Demonstrate (Key competencies)
Educational Qualifications & Functional Skills
- Minimum Requirements: HND / B.Sc, 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
- The ideal candidate must have experience in the telecom industry
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.
Deadline: 9th February, 2023
How to Apply: Interested and qualified candidates should send their Resume / CV to: [email protected] and Copy: [email protected] using the Job Title as the subject of the mail.