e.Stream Networks Limited, an ISO9001 Quality Certified company is a licensed broadband communications provider dedicated to providing suitable connectivity solutions for businesses. With over a decade in the ICT sector and presence all over Nigeria, we leverage on providing a unique combination of industry experience and expertise in our service offering to all our clients across the country.
We are recruiting to fill the position below:
Job Title: Retention and Renewal Executive
Location: Lagos
Reports to: LTE Customer Support Lead
Direct Reports: LTE Customer Support Lead
Job Purpose
Customer Support Executive is responsible for handling customers issues and complains viatelephone calls, emails and web notifications from customers regarding concerns they may have with their service and also maintaining good customer relationships.
Duties and Responsibilities
Technical / Analysis and Problem Solving:
Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
Make regular, outbound phone calls to the customer base to prevent churn and bring back churned customers, under the supervision of LTE Customer support Lead.
Support customers in resolving their issues in a timely manner
Adhere to Policy and Procedures as established within the department and the company
Customer Focus:
Maintaining cordial relationship with dealers and customers
Ability to deal with customers and resolve issues in a positive way
Prompt resolution of customer’s complains and queries by liaising with appropriate unit.
KPIs
50% Customer Churn
30% Existing Customer revenue growth Rate (Upsell or Cross Sell)
81% Repeat Purchase Ratio
Daily Revenue Outstanding
1 Month Time Between Purchases
80% Loyal Customer Rate
First Contact Resolution (FCR) 24hours max
Assist to improve customer retention to 95% monthly.
Assist to reduce churned customers to 50% quarterly (Customers not renewed after 90 days of subscription expiration).
Timelines in responding to client feedback / concerns
Answer incoming telephone calls, emails and web notifications from customers regarding concerns they may have with their service.
Make regular, outbound phone calls to existing customer to prevent customer churn
Support customers in resolving their issues in a timely manner
Adhere to Policy and Procedures as established within the department and the company.
Requirements
Education & Work Experience:
HND / B.Sc holder / IT with good communication skills
Minimum of 3 to 5 years’ Experience in Call Center and or Customer Service
Exceptional interpersonal skills and a strong understanding of customer orientation
Demonstrated customer service skills and multi-tasking skills essential
Works as a team member as well as an individual.
Ability to multi-task
Relevant Professional Certificate will be an added advantage (NIPR, NIM).
Competency, Skills & Certifications:
Negotiation Skills.
Good interpersonal Skills.
Customer Oriented Skills.
Computer Skills.
Working Conditions
The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
The incumbent may be required to travel out of station occasionally.
Physical Requirements:
This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the both physical and mental demands.
Application Closing Date
30th October, 2020.
How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.
Note: Only qualifed candidates will be shortlisted.