Agent - Retentions.Customer Operations

Mission / Core purpose of the Job:

To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with Supersonic and encouraging retention of existing customers through service excellence.

Education

• Matric
• Certificate/ Diploma in Commerce (Marketing/Communications or related) will be an advantage.

Global Experience

• Minimum of 2 years’ experience in an area of specialization; with experience in working with others
• Experience working in a small to medium organization

Training

• Computer Literacy
• Telephone Etiquette
• Quality standards
• Procedures and processes
• Products and Services
• Systems- Rockwell, EPPIX, Wizard, ISI, Imaging, Smart Wizard, Tetra, CVE, etc
• Handset and data training

Key Performance Areas

Operational Processes

• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures

Task execution

• Answer inbound customer cancellation communications with the objective to saving and retaining the customer.
• Outbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer
• Responding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer
• Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.
• Use of the various saves tools to save customers, retentions playbook.
• Initiate dial campaigns to discourage customers from “churn”
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships
• Attend to queries and needs of customers as required within procedures
• Process upgrade documentation when a customer has decided to upgrade
• Escalate any anomalies or problems to management
• Draw up comprehensive action manager notes for all transactions
• Compile daily productivity reports as required
• Improve methods of carrying out work through on-the-job concrete experience
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
• Support the work performed by others
• Continuously improve knowledge around new technology in telecommunications
• Deal with inbound and outbound calls
• Attend to correspondence via all channels required
• Monitor stock requirements and inform supervisor
• Perform ad hoc projects on an occasional basis as required
• Manage Cancellations and Audits from start to completion
• Coordinate with customers, FNOs, transport providers and internal stakeholders to ensure smooth service delivery and equipment collections

Problem solving

• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization
• Sort, accumulate and analyze information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Offer input and judgments relevant to own technical expertise and experience
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order to solve problems

Customer Service (internal / external)

• Ensure that all Supersonic customers feel valued and important
• Provide accurate advice and information to customers and adhere to quality standards
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously
• Ensure quick and accurate processing of customer queries
• Deliver first time right service excellence – “Do it right the first time”