Job Title: Retention Supervisor, Premium Segment
Organisation: MultiChoice
Uganda Limited
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.
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
calls
Carry out quality monitoring and coaching to ensure
quality standards are maintained by the team by listening in on individual
calls
·
Develop and implement an appealing premium segment
marketing strategies that wsil attract and retain subscribers
Develop and implement an appealing premium segment
marketing strategies that wsil attract and retain subscribers
·
The job holder will drive initiatives geared at
increasing brand loyalty amongst subscribers.
The job holder will drive initiatives geared at
increasing brand loyalty amongst subscribers.
·
Ensure optimal recoveries from the premium segment
Ensure optimal recoveries from the premium segment
·
Implement strategies to manage customer retention
Implement strategies to manage customer retention
·
Quickly resolve escalated customer queries in a
timely and professional manner
Quickly resolve escalated customer queries in a
timely and professional manner
·
Achieve and monitor customer service standards
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
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
·
Identify required resources and personnel to achieve
the teams’ objectives
Identify required resources and personnel to achieve
the teams’ objectives
·
Increase the growth revenue by selling products and
service to churned customers
Increase the growth revenue by selling products and
service to churned customers
·
Design, execute and review retention strategy based
on information gathered from continuous research
Design, execute and review retention strategy based
on information gathered from continuous research
·
Review scripts and approve alterations when required
Review scripts and approve alterations when required
·
Maintain logs of system downtimes
Maintain logs of system downtimes
Qualifications, Skills and
Experience:
Experience:
·
The ideal candidate should preferably hold a Bachelor’s
degree in a business related field
The ideal candidate should preferably hold a Bachelor’s
degree in a business related field
·
A minimum of three years of customer retention
working experience in a dynamic service company
A minimum of three years of customer retention
working experience in a dynamic service company
·
Excellent computer skills
Excellent computer skills
·
Excellent written and verbal communication skills
Excellent written and verbal communication skills
·
Good interpersonal skills
Good interpersonal skills
·
Self-motivated with a strong work ethic and able
Self-motivated with a strong work ethic and able
·
Ability to demonstrate a drive for results with a
professional approach
Ability to demonstrate a drive for results with a
professional approach
·
Broad working knowledge on customer care processes
and procedures
Broad working knowledge on customer care processes
and procedures
·
Excellent people management, leadership and
counseling skills
Excellent people management, leadership and
counseling skills
·
Prior experience with staff development, performance
management, and cross training Excellent communication skills
Prior experience with staff development, performance
management, and cross training Excellent communication skills
·
Demonstrate high level of integrity, work ethic, a
proactive and positive attitude
Demonstrate high level of integrity, work ethic, a
proactive and positive attitude
·
Fluent in English language and at least one local
language
Fluent in English language and at least one local
language
·
Excellent team player
Excellent team player
·
Age: Below 35 years
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 [email protected]
clearly marked or titled with the position of interest.
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 [email protected]
clearly marked or titled with the position of interest.
Deadline: 4th December, 2015
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