Job Description:

The primary function of this job is to produce quality customer retention and improve the relationship between CovaU and its customers through effective operation procedures to reduce customer churn through superior customer experience.

Roles and Responsibilities:

• Retrieve, coordinate, track and follow up status of customer retention list from end to end on a day-today basis.
• Proactively attend to customer’s retention request from both inbound and outbound calls.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships of trust through open and interactive communication.
• Provide accurate, valid and complete information and reports by using the right methods/tools
• Meet personal/team performance targets.
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution – escalate when required.
• Account Management – Keep records of customer interactions, process customer accounts, file documents and ensure customer details are updated accurately.
• Serve as a lead point of contact by supporting the Sales Team/Third Party clients in processing retention and Winback Leads.
• Responsible for working with the Sales team/Third party clients to onboard referred and winback client applications.
• Manage the accuracy and validity of all electricity and gas applications to ensure the requirements and needs are met by resolving discrepancies in incomplete applications and documents by performing and maintaining compliance through voice verifications.
• Respond to retention opportunities efficiently and effectively via multiple channels such as email, inbound and outbound calls by assessing their needs and making product recommendations and handling customer’s objections.
• Master the product and solution to become an expert to be able to highlight features and benefits that will match the customer’s needs.
• Liaise between the third-party partner in retention and internal teams.
• Follow communication procedures, guidelines, and policies.
• Achieve overall customer resolution, satisfaction, and First Call Resolution.
• Handle activities listed under Orion.
• Perform Ad hoc Tasks as needed by the campaign.
• Perform Administrative tasks as needed.
• Take overflow calls from customer service queue.

Qualification:

• Completed at least 2nd year college.

Experience:

• Experience in Retention (Inbound/Outbound)
• Experience in the Electricity and Gas industry is an advantage but not required

Skills:

• Amenable to work on holidays, weekend and shifting schedule
• Professional, Enthusiastic and Customer Service Oriented
• Proven time management skills with the ability to multi-task
• Strong attention to detail with a high level of accuracy
• Proficient in Microsoft Office Products
• Excellent verbal and written communication skills
• Excellent telephone presentation