Customer Service Jobs – Retention Supervisor, Mass Market at MultiChoice

Organisation: MultiChoice
Uganda Limited
Duty Station:  Kampala, Uganda
Reports to:  Head of Retention
About US:
MultiChoice is a proven market leader in the provision of subscriber
management services for Pay TV options such as DSTV and GOTV. MultiChoice
Uganda Limited has succeeded in making world class Pay TV services easily
accessible at affordable prices to a wide cross section of TV audiences.
Key Duties and Responsibilities: 
Carry out quality monitoring and coaching to ensure
quality standards are maintained by the team by listening in on individual
Develop and implement an appealing mass market
segment marketing strategy that will attract and retain subscribers
Drive initiatives geared at increasing brand loyalty
amongst subscribers Ensure optimal recoveries from the mass market segment
Implement strategies to manage customer retention regularly resolve escalated
customer queries in a timely and professional manner Achieve and monitor
customer service standards
Manage and monitor the activities and performance of
the retention team and suggest training or implement alternate action plans to
enhance performance and morale of the team
Develop proactive and targeted initiatives that will
reduce subscriber attrition
Identify required resources and personnel to achieve
the teams’ objectives
Increase the growth revenue by selling products and
service to churned customers
Prepare and submit reports and analyze them to
follow subscription trends
Regularly review scripts and approve alterations
when required Maintain logs of system downtimes
Design, execute and review retention strategy based
on information gathered from continuous research
Qualifications, Skills and
The Retention Supervisor, Mass Market should hold a Bachelor’s
degree in a business related field
A minimum of three years customer retention working
experience in a dynamic service company
Excellent computer skills
Excellent written and verbal communication skills
Excellent interpersonal skills
Self-motivated with a strong work ethic and able to
demonstrate a drive for results with a professional approach
Comprehensive working knowledge on customer care
processes and procedures
Excellent people management, leadership and
counseling skills
Previous experience with staff development,
performance management, and cross training
Excellent communication skills
Demonstrate high level of integrity, work ethic, a
proactive and positive attitude
Age: Below 35 years
How to Apply: 
All suitably
qualified and interested candidates who wish to join the Pay TV Company,
MultiChoice should send their applications and detailed curriculum vitae to:
The Human Resources Manager, MultiChoice Uganda Limited, P.O. Box 2373, Kampala.
Uganda or via E-mail to Eunice.Kanyesigye@ug.multichoice.com
clearly marked or titled with the position of interest.
Deadline: 4th December, 2015
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