Customer Care B2C Retention (Gent)

Job Title: Customer Care B2C Retention (Gent)
Contract Type: Permanent
Location: Ghent, East Flanders
Salary: MV 5%bonus
Start Date: ASAP
Reference: 68698-ITBEL-NAA_1487927534
Contact Name: Nathalie Azzi
Contact Email:
Job Published: February 24, 2017 09:12

Job Description

Our client's Belgian entity is one of the leader Telecom operators on the Belgian market, with over 3 million customers. As a convergent actor, they provide mobile telecommunication services, internet and TV to private clients, as well as innovative mobile and fixed line services to businesses. Their high-performance mobile network supports 2G, 3G, 4G and 4G+ technology and is the subject of ongoing investments.

1. Mission/purpose:

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

MS Office
knowledge of telecom residential products, services and processes
Phone skills
Commercial minded - cross-selling, up-selling
Office tools (excel, access, word)
Problem solving

4. Interpersonal skills

Listening skills
Communication skills
Bi-lingual (Dutch French)
Open minded
Team player