This role is designed to assist in overseeing the daily operations of customer service teams while ensuring the consistent delivery of exceptional customer support. The position requires dedication to achieving business objectives, particularly those focused on customer retention and setting a high benchmark for service delivery.
Responsibilities
- Collaborate with the Customer Service Team to achieve defined Business Objectives.
- Provide exceptional service at all times and establish a benchmark of service delivery to be used by all other departments within the organization.
- Achieve business goals defined in retention KPIs: paying customer base and subscription revenue.
- Manage customer accounts to develop loyalty and prevent churn. This includes monitoring paying customers served, conversion rates of NPD/churn callers, and working to prevent downgrades.
- Continuously scan customer profiles and gather market dynamics to identify and develop proactive mechanisms for meeting and surpassing existing and emerging customer needs.
- Analyse customer lifecycle trends, market forces, and competitor activities, and propose short-term and long-term customer retention strategies in order to achieve retention and revenue objectives.
- Provide timely and effective aftersales to newly activated customers (0-3 months) to achieve CSAT, customer effort score, and NPS KPIs.
- Monitor customer interactions (complaints, requests, and enquiries) to ensure constant update and timely resolution, whilst compiling feedback on recurrent issues for management information use.
- 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.
- Contribute to product development and improvement through continuous feedback analysis collected from clients.
Requirements
- Diploma in IT, Business administration, Management or any other business-related discipline.
- At least 2 years of work experience in a similar role within a busy work environment.
- Proficiency in Microsoft Office Applications.
Key Skills and Competencies
- Ability to spend long hours sitting and using office equipment, computers.
- Ability to manage stressful conditions well.
- Flexibility with work shifts.
