JOB DESCRIPTION & SPECIFICATION POSITION TITLE : Assistant Manager (Customer Relationship & Retention) DEPARTMENT : Customer Services JOB PURPOSE : • As the coordinator would be responsible for the entire customer relationship. • This would include loyalty and churn management with the aim of building strong relationship with customers. • Retaining Churning customers and preventing churn threats. • Enhancing Revenue by Up-selling/ Cross-Selling. LINKAGES & REPORTING RELATIONSHIP : • The jobholder will report to the Manager - Customer Retentions. PRINCIPAL ACCOUNTABILITIES : • Identification and implementation of techniques and methods/processes to prevent churn and churn threats • Training to ensure process compliance • Develop and Implement certification programs • Measure Training effectiveness. QUALIFICATIONS/EXPERIENCE REQUIRED : • Graduate, Preferably MBA from Institute of repute • Four to Six years working experience in an operational environment in a service industry, with 2-3 years of experience in Call Center Division. • Proven successful track record of handling teams and meeting targets • Exposure in call center training’s is essential. • Exposure in call center audits. • Exposure and experience on tools like ACD/Predictive Dialer/Voice Logger will be added advantage. • Exposure in Credit Management Guidance/Retention Calls/Relationship calls SPECIFIC SKILLS REQUIRED : • Good Planning and Delivery – Result Oriented • Demonstrate leadership and management Skills • Demonstrate coaching and communication skills • Team player with good communication and inter-personal skills & problem solving approach • Capability to provide efficient, courteous and timely services to internal & external customer requests • Should possess analytical skills. • Presentable with a friendly personality • Cross Functional Business knowledge • Should possess working knowledge of MS Office and Tools of Data Management like Access, SQL, etc. LOCATION FOR THE POSITION : Mohali
Posted on: Thu, 12 Sep 2013 03:21:14 +0000
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