CLM - Retention Assistant

Emtel is looking for a proactive CLM - Retention Assistant to join the team. This role will support the execution of targeted retention initiatives, collaborate on upselling and survey campaigns, and ensure timely follow-up with customers.

Main Duties and Responsibilities:                                     

• Conduct welcome calls to new customers
• Manage and resolve customer queries and complaints during outbound calls
• Monitor and follow up with customers on overdue accounts or unpaid bills: advise and help customers on timely bill payment for mobile and home internet services
• Track and follow up on cases escalated through the CRM and iCRM platforms, coordinating with the CLM team until resolution
• Assist with the implementation of retention campaigns within the campaign management tool based on predefined business rules
• Conduct upselling campaigns and surveys through telecalling to Emtel customers (both Mobile and Home) and compile summary reports
• Perform any other cognate duties as assigned by the Head of Product or the team

Required Qualifications and Experience:

• Higher School Certificate (HSC)
• Prior experience and understanding of the telecommunication sector and good customer service acumen will be an advantage 

Required Skills and Aptitudes:

• Good verbal and written communication skills
• Strong analytical and problem-solving abilities with a good time management skill
• Dynamic and adaptable with excellent customer enhancement skills
• Creative, innovative and resourceful approach in developing and driving revenue
• Self-motivated and able to work in a team
• Ability to work under pressure and meet deadlines

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Emtel Ltd reserves the right to call only the best candidates for interview and not to make any appointment following this advertisement nor to assign any reason whatsoever for accepting or rejecting any candidate.