About the job
- Are you passionate about delivering exceptional customer experiences? Join our dynamic team as a Customer Retention Agent! You will play a vital role in ensuring our customers have an exceptional experience with our services.
What you’ll be doing:
- Conducting user experience research projects.
- Making callouts to clients as per campaign mechanics.
- Identify and escalate customer priority issues.
- Manage and resolve customer complaints for high conversion.
- Document call information according to SOPs.
- Upsell and cross-sell company products·
- Share VOC from the outbound calling.
- Conduct competitor analysis.
- Adhere to laid-down internal policies, procedures, and processes.
- Achieve set KPI targets.
- Make follow-up calls to customers who leave negative reviews/feedback and win them back
What makes you a great candidate:
- At least 1 year of experience in contact centers, achieving good performance.
- Excellent written and verbal communication skills in English and Hausa.
- Passionate about customer experience.
- Positive attitude.
- Excellent negotiating and influencing skills.
- A fast learner who can work with set targets
- An excellent communicator.
- A team player.