Walk in interview for Customer Retention Manager. Currently we are looking for Customer Retention Manager for our company. location Dubai. Interested Candidates Can submit their Application, Once you submit Your Resume/CV, your qualifications will be reviewed If selected for an interview, you will be contacted by a member of recruiting team to schedule an interview.
Job Duties and Responsibilities :
• Management of retention team activities: outgoing and incoming calls, dialer, customer retention marketing and other activities that improve the churn performance.
• Managing team performance/KPI (target, call quality, attendance)
• Margining the relation with the sales channel (dealer and direct sales) and together plan and manage the churn performance.
• Monitor closely the Credit Card performance and SO performance and follow with banks on any issues related to their bin codes.
• Analyse the churn by reason and market and make recommendation that will reduce and prevent customers from churning
• Assure accurate capturing and reporting of the customer feedback
• Assure call quality at all time when talking to customers.
• Set dynamic escalation plan to solve customer’s issue in timely manner
• Liaising closely with staff members in the regional offices on churn related matters
• Involvement in department is planning and budgeting.
• High level of communication with other Management team members.
Job Requirements and Qualifications :
• Experience in customer retention, with minimum of 5 years.
• Experience in call center with minimum of 2 years (worked with call center systems and KPIs).
• Experience in managing multiple teams with different tasks especially on dialer and outbound activities.
Knowledge & Skills:
• English/Arabic language, as minimum.
• Results driven with a positive attitude.
• Good planning and organizational skills.
• Knowledge of Pay TV industry is desirable.
• Strong sales skills and Ability to work under pressure.
• Good knowledge of the ICC); specifically in relation to those processes that involve the customer service module.
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