Responsibilities
- Ensure formal communication with customers at onboarding on dunning process/dates and payment options.
- Ensure targeted accounts for dunning are alerted formally prior to the activity.
- Maintain a database for client addresses and other contact details to facilitate contact or engagement.
- Ensure timely escalation of queries for resolution.
- Update clients for new developments in the business.
- Drive Customer Experience through constant engagement with account SPOCs and decision makers in companies that leads to higher retention, creation of more business. opportunities and building an environment that fosters timely payments.
- Make welcome calls to new customers after service. commissioning as allocated by Lead corporate relationships.
- Educate customers on all company processes.
- Share any leads for prospective business with sales team.
- Proactively engage customers in case of service interruption due to system failures, non-payment, and system/Network upgrades.
- Provide timely feedback to customers through proper follow up with cross-functional department to ensure services are provided to customers as per SLAs i.e. billing, activation and complaint resolution.
- Ensure customer issues are resolved within SLA.
- MIS Reporting.
Qualifications
- Degree in Business Management.
- Minimum 2 Years of customer service.
- Telecom experience is preferable.
- Experience in emerging/ developing countries.
- Excellent interpersonal skills.
- Sets high personal standards and is goal oriented.
- Excellent communications skills, both oral and in written.
- Business awareness.
- Confident and polite telephone manner successful at developing good relationships with customers.
- Able to operate in a performance driven organization.
- Strong ethics, hands on approach, business acumen.
