Principle Accountabilities

• Conducting customer research and customer feedback management – NPS, CSAT, Exit interview calls etc.
• Conduct customer Life-Cycle Management i.e.
• Onboarding, tools acquisition, channel utilization etc.
• Engage customers in the defined customer lifecycle milestones within defined periods e.g. after 1-week guide customers on products that match their transaction before, week 2 – advice customer on properties on sale etc.
• Outbound calling (birthdays, anniversary, care calls, product utilization etc.)
• Churn management (understanding reasons for potential churn and advising business on the same).
• Engaging customers with failed transactions.
• Engaging customers with incomplete account opening.
• Engage inactive customers as defined from time to time.

Minimum Qualifications, Knowledge and Experience

Academic & Professional Qualification

• Bachelor’s Degree from a recognized University.

Experience

• At least 2 years working experience in a Customer service role preferably in the hospitality or banking sector