Main Duties and Responsibilities:

• Support the implementation of customer retention campaigns within the campaign management platform, based on predefined business rules and segmentation criteria.
• Conduct outbound upselling campaigns and customer surveys via telecalling for both Mobile and Home customers and prepare campaign summary reports.
• Follow up with customers on outstanding mobile and home internet bills, providing guidance and assistance to facilitate timely payments.
• Manage the follow-up and resolution of cases escalated to the CVM team through CRM and iCRM systems.
• Conduct welcome calls to newly acquired customers to ensure a positive onboarding experience.
• Address customer queries and resolve complaints during outbound interactions, ensuring a high standard of customer service.
• Perform any other related duties assigned by the Head of Product.

Required Qualifications and Experience:

• Higher School Certificate (HSC) or equivalent qualification
• Basic understanding of the telecommunications industry and customer relationship management principles.
• Previous experience in customer service, tele sales, telemarketing, or customer retention would be an advantage.

 

Required Skills and Aptitude:

•  Excellent communication and customer relationship management skills.
• Dynamic, proactive, and customer-focused with a positive attitude.
• Creative thinker with the ability to identify opportunities to enhance customer engagement.
• Self-motivated with the ability to work independently as well as collaboratively within a team.
• Ability to work effectively under pressure and meet deadlines.
• Strong organisational and time management skills.
• Good analytical, reporting, and computer literacy skills.
• Strong attention to detail and problem-solving abilities.

 

By submitting your personal data to Emtel Ltd, you acknowledge having read and consented to Emtel’s Recruitment Privacy Notice (https://www.emtel.com/recruitment-privacy-notice), which is subject to Emtel’s Privacy Policy (https://www.emtel.com/privacy-policy).

 

Emtel Ltd reserves the right to call only the best candidates for an interview and not to make any appointment following this advertisement, nor to assign any reason whatsoever for accepting or rejecting any candidate.