Retention Support Assistant

To support the existing retention team for a temporary period.

Main Duties and Responsibilities:

• Telecalling of customers to inform them of their due amount for Postpaid Mobile & Airbox
• Retention of both Prepaid & Postpaid Airbox Customers
• Acknowledge emails from the different touch points related to Airbox/ Mobile retentions
• Follow-up and closure of cases escalated to the CLM team on CRM/ iCRM
• Welcome calls to Airbox customers to build relationships with the customers
• Resolve queries or complaints during outbound calls
• Carryout surveys to collect Voice of Customers
• Work on related projects based in CLM, KYC and Blink
• Reporting on Retention activities, dunning calls and any other required reports 
• Achieve set KPI targets                                                           

Required Skills and Aptitudes:

• Customer focus and excellent interpersonal skills
• Excellent communication skills in both French and English
• Good knowledge of Microsoft Office Tools
• Team oriented person
• Ability to work in a fast-moving environment and deliver results within deadlines
• Willingness to work extended hours and during weekends on urgencies

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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.