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AM Churn Management - Contact Center

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Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day) )
Job Location:
No Preference
Minimum Education:
Degree Title:
Bachelor\'s/ Master\'s degree in Business Administration/ Management sciences
Career Level:
Entry Level
Required Experience:
1 Year - 3 Years(Should have prior work experience of contact center operations, customer churn management, customer retention & winback mechanism)
Apply By:
Nov 10, 2017
Posted On:
Oct 10, 2017
Job Description

Job Overview:

Responsible for the implementation of Churn Management Programs and initiatives. Pursue specialized techniques and run campaigns on two segments, i.e. Win back & Retention · Follow measures for the improvement of customer retention and reduction of customer inactive periods through customer loyalty programs

Major Responsibilities:

Win Back Activities

•       Identify and approach Churned Customers by Calling & Physical Activities by In house/Filed teams

•       Motivation to the customers by offering different Packages/Schemes to rejoin them in company.

•       Identify reasons for which customer have been churned.

•       Provide support to issue bills to all such customers & keep track record for the timely delivery at door step of the customers.

•       Follow up with each customer till payment realization.

•       Identify billing  issues with Revenue & CMC teams

•       Liaison with Ops Teams to resolve QOS Issues.

•       Assist for the restoration of Win Back Customer on daily basis in liaison with all stake holders.

•       Coordinate with Ops & CC Teams for proper services to the customers as per commitment during calling/physical approach.

Retention of Customers

•       Approach Overdue/TOS Customers by Calling & Physical Activities by In house/Filed teams

•       Collect information pertaining to customers issues in coordination with Revenue/Ops Teams.

•       Issuing of bills by Offering announced Packages.

•       Tracking of all bills to ensure timely delivery of revised bills.

•       Follow up with each customer for payments & realization for further restorations.

•       Coordinate with Ops & Revenue Teams for speedy & fault free services to the customer.

•       Contributing in revenue & collection by retention of TOS/Overdue customers.

Monitoring of Zero Usage Customers

•       Identify Zero Usage Customers as per their billing & Payment Records

•       Coordinate with Ops Teams for rectification of such lines/numbers on daily basis.

•       Monitor Calling activities to all such numbers/customers for payment follow up

Reporting & Coordination of all Regions

•       Collect data for Daily Reporting to all Regional Teams for Progress of Sales/Win Back Numbers.

•       Prepare data regarding the updated Net Sales Status.

  • Gather figures regarding the performance of Netsales.

Required Skills

Customer Analysis, Customer Service Management, Customer Service Systems, Customer Service Operations, Customer Care

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