1.        Contribute to the reduction and prevention of Churn.

2.        Contribute to the cost savings target of the business.

3.        Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues.

4.        Build and maintain relationships with customers through health campaigns.

5.        Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices.

6.        Develop and demonstrate a thorough understanding of the customer needs and issues.

7.        Based on Client interactions, monitoring of key metrics and revenue reporting, provide early identification of churn to mitigate potential client issues or dissatisfaction.

8.        Identify opportunities to turn dissatisfied customers into satisfied customers.

9.        Follow the laid down processes and procedures to effectively carry out Retention tasks and impact positively on the Revenues.

10.     Work cross functionally to address issues raised through client interactions.

11.     Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention.

12.     Support the Billing and Finance team in money collection and issue resolution.

13.     Grow and develop existing customers as well as generating new business through lead generation.

Principal Outputs for this role

·         Contribute to the reduction and prevention of Churn

·         Achieve the sales targets as set out with line manager

·         Develop and demonstrate a thorough understanding of the customer needs and issues

·         Contribute to the cost savings target of the business

·         Build and maintain relationships with customers. Conduct joint customer meetings to drive volumes and profitability

Qualifications- Academic and Professional

·         Relevant Business degree or Communications degree

·         Professional Certification

Experience

·         3 - 5 years – Customer Relationship Management, Customer Service

Competencies

Technical competencies

·         Sales management

·         Marketing skills

·         Customer relationship management

·         Sales Negotiation

·         Product Knowledge

·         Exposure to financial skills

Core competencies

·         Client focus

·         Networking and building partnerships

·         Influencing and negotiating

·         Analytical thinking

Leadership competencies

·         Strategic orientation

·         Business Acumen

·         Results orientation

·         Developing self/othersxsasz