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June 3, 2024

Customer Value Management Agent (CVM agent)

Customer Value Management Agent (CVM agent)


Main Purpose of the Job  
 
Monitor different specialization teams handling outbound activity across the various lifecycle stages: onboarding, recoveries, win backs and upsell/cross sell as well as surveys/market research. Assist in resolving customers issues in an efficient manner to strengthen brand loyalty.
 
Key Performance Areas.
· Make outbound calls with the purpose of churn recovery.
· Assist customer with queries in a professional and polite manner.
· Respond to customers in an appropriate time period with courtesy and tact.
· Maintain a high standard of customer service at all times.
· Log system speed and downtimes and escalate problems when necessary.
· Adhere to quality assurance procedures as a tool for measuring service.
· Compile a daily report activity report.
· Achieve set Quality Assurance scores.
· Achieve set daily Call Attempts, Successful calls, Contact Rate and Sales Conversion.
· Ensure to stay appraised of all products and services including enhancements.
· CVM Backoffice (Daily): To escalate queries.
· Mass Customer Retention Team (Weekly): to liaise and ensure alignment for strategic and tactical functions.
· Quality Assurance Team (Daily): To receive quality assurance feedback.
 
Competencies:
· Excellent communications skills
· Strong interpersonal skills
· Technical knowledge
· Knowledge of customer care policies and procedures
 
Qualifications:
· Relevant Diploma qualification.
· years of experience.
 
If you meet these requirements and you are interested, click on the link below to submit your application www.staffwise.co.bw by no later than the close of business on 7th June 2024.