Save and Retention Team Leader
mobinil
مجموع سنوات الخبرة :19 years, 11 أشهر
Job description
Work closely with all concerned departments to ensure effective handling for customers’ complaints & queries and to maintain high level of customer satisfaction. Also Work closely with the Marketing Department to ensure that the termination rate is to the minimum. Save Mobinil Customers from Churn It also includes recording & analyzing customers’ inquiries to be reported to management. Additionally, this position supervise, support & coach team leaders & representatives & specialists to ensure smooth flow of work.
Updates database with modifications upon customers’ requests.
Coordinates with other concerned departments to ensure timely customers’ complaints resolution.
Build a new image & high reputation for Mobinil customers.
Contribute to the development, definition and implementation of quality & standard
Work closely with all concerned departments to ensure effective handling for customers’ complaints, termination requests (customers who are requesting to terminate their lines and or their value added services) & porting requests. Also Work closely with the Marketing Department to ensure that the churn rate is to the minimum.
Supervise, Coach, Support and train team members.
Build up a team, motivates them and set targets for each.
Reports problems & issues that need process adjustment to enhance the service level.
Creates and improve all reports statistics.
Communicates and reports to management on all operational issues, proposes recommendations and solutions to improve operational efficiency.
Reports departmental and individual figures to management.
Perform monitoring on random selected calls.
Holds regular meetings with the team members to strengthen communication and ensures sharing the same objectives
Job description
•Manage electronic distributors to achieve Mobinil targets related to (E-topup, E-voucher & Bill payment)
•Provide monthly feedback about Mobinil E-distributors preferences and competition.
•Communicate Mobinil policies, objectives and targets.
•Ensure obtaining tools that enables monitoring E-Distributors performance for example, online reporting access, governorate reach, number of covered outlets per governorate…etc
•Evaluate E-distribution performance VS targeted
•Daily follow up to Airtime balance and orders from E-Distributors.
•Manage monthly quota plan to approve E-Distributor daily orders.
•Develop business cases of co-projects & monthly objectives.
•Provide market feedback about product, service.
•Assure profitability business to E-Distribution & Its clients.
•Coordinate & interface with (business development, finance & sales department).
•Detect violations through field visits.
•Field visits to E-distributors offices, branches & outlets.
•Assure and communicate commission on time (monthly basis).
•Train E-distribution staff on new products & services.
•Responsible Accounts ( Fawry, E-Masary, Raya )
Assuring the proper handling of customers who are threatening to terminate and saving
Them from churn while developing and updating the save team and termination processes
With the concerned departments
• Save the Customers from churning.
• Build better image and high reputation for MobiNil customers.
• Satisfy Customers by providing them with the most appropriate compensation.
• Coordinate with the Marketing department to maintain a high save rate.
• Prepare the save & retention daily, weekly, and monthly reports which includes the total termination and soft churn cases.
• Analyze the trends in retaining Customers and report it to Marketing & Management.
• Define technical requirements & training courses needed for the save team.
• Responsible for training the new hires for on the job requirements.
• Answer inquiries and work closely with other functions & departments (such as natioal sales and marketing) to ensure customer satisfaction.
Act as an interface with the dealers and shops for all issues related to the newly activated dials.
* Data entry of all information related to the new line such as customers’ data, service packages, etc.
* Analyze contracts to approve eligibility of activation or rejection.
* Implement activation rules as per the established processes & procedures.
* Request any additional information deemed reasonable by sound credit and fraud judgment.
* Report any identified fraud attempt with full evidence.
* Activate all new lines with high accuracy within the agreed service level.
* Initialize a welcome call upon activation.
* Properly handle and solve the customers’ requests through faxes or phone.
* Coordinate with other concerned departments to ensure case resolution.
* Report any suspected fraud attempt with full evidence to Fraud Department.
* Handle Migration & Modification requests as well as Phone & SIM replacement.
* Perform blacklist checking upon activation.
Working as Organizer & data entry and working as a part time in sales department
Training in warehouse department
(organize and manage incoming and outgoing items to ensure accuracy and completeness of items)
take a trainee in (Credit dep, Account dep)
Dokki Branch
take atrainee in (Customer Service, Credit dep, Account dep)