Enterprise Retention

**Key Accountabilities**
- Achieve target productivity and quality scores in order to meet customer experience and KPI goals.
- Deliver against cross-selling/up-selling targets by using skills and knowledge of products and services to consistently identify opportunities in order to maximize sales potential and resolve problems through the outbound calling programmed.
- Provide highest levels of customer care via the customer retention programmed in order to ensure customer experience is maximized at all times
- To work and adhere to the du way Sales Standards and Competency Framework.
- Conduct weekly and monthly pipeline management with account managers in order to track the overall performance, success criteria in line with set targets.
- Ensure that policies and procedures are adhered to, including compliance to Contact Centre Policies and Procedures, financial policies and procedures, etc.
- Process customer requests for information, amendments to accounts, and perform other administrative tasks as allocated to the team with a high level of accuracy utilizing detailed technical knowledge in order to ensure customer requests are fulfilled within SLAs.

**Qualifications**:

- Minimum High School with relevant minimum customer service/retention work experience, preferably in telecommunications.

**Experience**:

- Minimum 1+ year of experience in a customer service/selling/contact center or related role preferably in telecom industry.
- Good understanding of up and cross-selling
- Microsoft office tools.

**Skills**:

- Strong interpersonal and relationship building skills.
- Highly organized and commercially focused.
- Strong and effective oral and written communication skills.
- Ability to work independently and cross-functionally to resolve issues quickly and effectively.
- Ability to operate effectively within a high-energy, fast-paced, dynamic and evolving team environment.
- Strong ability in problem solving of matters that require high-level intervention.
- Time management and ability to distinguish between issues which are important, and which are not.
- Ability to work under pressure & Decision making.
- Able to take initiative & Adaptability & do multitasking tasks.