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  Collaborate with the Customer Service Team to achieve defined Business Objectives.
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  To provide exceptional service at all times and provide a benchmark of service delivery to be used by all other departments within the organization.
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  Achieve business goals defined in retention KPI’s: paying customer base and subscription revenue.
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  Manage customer accounts to develop loyalty and prevent churn. Paying (customers served), on next due date. Conversion rate ofNPD/churn callers. Prevent downgrades per calls/customers served.
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  Continuously scan the customer profiles and gather market dynamics to identify and develop proactive mechanisms of meeting and surpassing existing and emerging customer needs.
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  Analyse customer lifecycle trends, market forces, competitor activities and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives.
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  Provide timely and effective aftersales to newly activated customers 0-3 months to achieve CSAT, customer effort score and NPS KPIs.
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  Monitor of the customer interactions (complaints, requests and enquiries) to ensure constant update and timely resolution whilst compiling feedback on recurrent issues for management information use.
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  Achieve operational excellence in all aspects of procedures and processes undertaken to ensure satisfactory audit ratings by fully complying with the departmental & organizational operation policies, procedures and relevant ICT regulations & legislation in responding to and resolving any queries relating to the unit’s operations, whilst contributing to procedures development and improvement through continuous reviews.
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  Contribute to product development and improvement through continuous feedback analysis collected from clients.

Requirements

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  Diploma in IT, Business administration, Management or any other business-related discipline.
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  Proficiency in Microsoft Office Applications
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  At least 2 years of work experience in a similar role within a busy work environment

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  Ability to spend long hours sitting and using office equipment, computers
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  Ability to manage stressful conditions well
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  Flexibility with work shifts