Customer Care B2C Retention (Gent)
|Job Title:||Customer Care B2C Retention (Gent)|
|Location:||Ghent, East Flanders|
|Contact Name:||Nathalie Azzi|
|Job Published:||February 24, 2017 09:12|
Addresses retention issues of residential customers with the aim of keeping the customer satisfaction and ensuring its loyalty towards the company
2. Key responsibility areas
·Answers calls, letters and emails from potential commercial churners and proposes commercial- and customer-oriented-solutions to solve the case.
·Determines the best tariff plan based on the customer profile and develops competitive offers to counter the competition.
·Carries out the necessary changes in the customer's file and in the different Orange-applications.
·Contacts customers in a pro-active way in order to detect potential churn risk and be able to prevent the churn.
·Treats escalations and manager-complaints within a well defined time-frame (48 hours).
·Manages complaints within the context of fidelity programs in an effective way.
·Makes sure that tariff changes and take-over's are done on a daily basis and that changes are effective before the customer's next bill cycle.
3. Education, specific training and experience
2 years call center experience with preferably specific knowledge ofretention activities
knowledge of telecom residential products, services and processes
Commercial minded - cross-selling, up-selling
Office tools (excel, access, word)
4. Interpersonal skills
Bi-lingual (Dutch French)