Job Description

Wananchi Group (K) Ltd

Job Title: Customer Service Representative (CSR) – Retention

Department: Customer Experience

Location: Nairobi, Kenya

Employment Status / Type: Permanent

Position Reporting to: Regional Retention Manager

Manages Others: No

Titles & Number of Positions Managed: 0

Job Purpose / Summary: To support and retain our current subscribers using selling techniques in order to achieve customer reconnection targets. Educate customers on competitive pricing and product information; assist the customer in comparing and contrasting our products versus competition.

A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

Key Roles:

Handle outbound disconnect/downgrade calls from existing customers

• Responsible for skillfully retaining customers through positive relationship building


• Diffuse the irate customer situation by utilizing strong listening skills and probing techniques


• Identify reason(s) for disconnect and overcome objections in an effort to retain the customer


• Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers


• Effectively transition from the save to upgrading the customer to additional products and services


• Provide exceptional customer care across all call types including escalations, technical support and billing


• Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation


• Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence


• Report customer problems to escalation departments to ensure customer satisfaction


• Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers


• Provide explanation and interpretation of billing system information


• Adhere to productivity metrics to ensure all calls are handled in a timely and efficient manner

Qualifications

• Experience over 1 year in a Retention/Churn team in a Telco company


• Customer-centric mentality & passion for the customer


• Must have ability to complete all work

Preferred Skills / Qualifications:

• Effective listening skills with high level of empathy


• Effective verbal communication skills, including grammar and tone


• Ability to probe and correctly identify customer needs/concerns.


• Strong Problem solving ability


• Exceptional sales skills in order to save and upgrade customers


• Proven ability in objection handling techniques


• Ability to deal with rejection


• Manage confrontation and remain confident


• Ability to provide complete customer service, overcome customer objections and retain customers.

How to Apply

Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 20th December 2021

The subject lines depending on the application should be CSR-Retention

Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.

Only short-listed candidates will be contacted.

Note: Canvassing will lead to automatic disqualification.

Apply Now Email Job