Job Title: Customer Retention and Loyalty Support

Are you a dynamic individual with a passion for driving business growth? We are seeking a highly motivated and experienced Customer Retention and Loyalty Support to develop and maintain excellent relations with new, existing & churned customers resulting in customer retention, satisfaction and loyalty.

Responsibilities;

•  Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
• Track and report on the customer base with a keen focus on churn statistics
• Providing day to day support, training, and quality control for the WINBACK TEAM and Retention teams
• Drive win backs, liaising with the Manager on the deliverables to achieve the revenue targets for LIT Zambia by reducing churn and increase retention
• Drive LIT Retention Initiatives to improve and add value to the business revenue by arresting churn rates.
• Act as intermediary between the WINBACK Team and both LIT and OMNI management teams
• Acquire on the ground appreciation of the individual customer complaints and reasons for churn, collating actionable insights.
• Generate Performance Reports including competition analysis through customer exit interviews.
• Perform duties inherent in all supervisory and administrative positions.
• Execution of churn programs, i.e. outbound campaigns aimed at contacting customers who have churned.
• Exercise creative negotiation and sales technique to motivate customers to continue using products & services
• Manage tracking of additional or upgraded services, while providing a quality customer service
• Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
• Coordinate inter-departmental customer data sources for review by CEX senior Manager.

Candidate Requirements

· Must be a member of the Chartered Institute of Customer Management-CICM

· A Bachelor’s degree in any business related field

· Customer Experience Professional Qualification will be an added advantage

· 2 years of experience

· Attention to detail and accuracy

· Ability to manage own workload and high data capturing proficiency

· Strong reporting and presentation skills.

Applications are invited from suitably qualified candidates to fill the roles highlighted above.