Posted Oct 10, 2017 5 views
Job Overview:
Responsible for the implementation of Churn Management Programs and initiatives. Pursue specialized techniques and run campaigns on two segments, i.e. Win back & Retention · Follow measures for the improvement of customer retention and reduction of customer inactive periods through customer loyalty programs
Major Responsibilities:
Win Back Activities
• Identify and approach Churned Customers by Calling & Physical Activities by In house/Filed teams
• Motivation to the customers by offering different Packages/Schemes to rejoin them in company.
• Identify reasons for which customer have been churned.
• Provide support to issue bills to all such customers & keep track record for the timely delivery at door step of the customers.
• Follow up with each customer till payment realization.
• Identify billing issues with Revenue & CMC teams
• Liaison with Ops Teams to resolve QOS Issues.
• Assist for the restoration of Win Back Customer on daily basis in liaison with all stake holders.
• Coordinate with Ops & CC Teams for proper services to the customers as per commitment during calling/physical approach.
Retention of Customers
• Approach Overdue/TOS Customers by Calling & Physical Activities by In house/Filed teams
• Collect information pertaining to customers issues in coordination with Revenue/Ops Teams.
• Issuing of bills by Offering announced Packages.
• Tracking of all bills to ensure timely delivery of revised bills.
• Follow up with each customer for payments & realization for further restorations.
• Coordinate with Ops & Revenue Teams for speedy & fault free services to the customer.
• Contributing in revenue & collection by retention of TOS/Overdue customers.
Monitoring of Zero Usage Customers
• Identify Zero Usage Customers as per their billing & Payment Records
• Coordinate with Ops Teams for rectification of such lines/numbers on daily basis.
• Monitor Calling activities to all such numbers/customers for payment follow up
Reporting & Coordination of all Regions
• Collect data for Daily Reporting to all Regional Teams for Progress of Sales/Win Back Numbers.
• Prepare data regarding the updated Net Sales Status.
- Gather figures regarding the performance of Netsales.
Job Details
PTCL Group
pPakistan Telecommunication Company Limited (PTCL) is proud to be Pakistan most reliable and largest converged services carrier providing all telecommunications services from basic voice telephony to data, internet, video-conferencing and carrier services to consumers and businesses all over the country. Whether it is an office in the largest city of Pakistan or a home in a small village, we are present in every corner of Pakistan to serve our customers./p
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