Customer Retentions Specialist

About Eminent4U Private Limited:

Join a dynamic team that goes beyond the typical call center experience. As the offshore branch of a UK-based company, we offer unique professional growth opportunities and international exposure. Our commitment to work-life balance and a positive, nurturing culture allows us to focus on the well-being and development of our team members.

Job Purpose:

As a Customer Retentions Specialist at Eminent4U Private Limited, you are pivotal in fostering excellent customer relations and maintaining the integrity of our services. Your role involves direct interaction with customers to resolve issues, retain clients, and enhance overall satisfaction, all within a framework of measurable key performance indicators (KPIs).

Responsibilities and KPIs:

• Customer Interaction & Support: Engage with customers via telephone to efficiently address and resolve queries about products, accounts, and bookings, aiming for first-contact resolution to ensure customer satisfaction. Manage to maintain a high customer satisfaction level consistently.
• Retention & Upgrades: Utilize strategic retention techniques to transform cancellation requests into opportunities for customer upgrades and savings. Manage to reduce customer churn and enhance customer retention effectively.
• Product Knowledge & Expertise: Continuously enhance your understanding of the company’s products and services to provide accurate and helpful information to customers. Maintain high scores in product knowledge assessments to ensure expertise in all customer interactions.
• Relationship Management: Build and sustain lasting relationships with customers to encourage repeat business and ongoing satisfaction. Manage to sustain a high rate of repeat customers.
• Collaboration & Reporting: Collaborate closely with the UK team to ensure timely updates and synchronization of customer interaction data. Ensure all customer interactions are reported on time and accurately.

Skills and Qualifications:

• Stellar communication skills.
• Proven ability to listen actively and respond to customer needs effectively.
• Strong multitasking abilities.
• Team-oriented mindset.
• Flexibility and adeptness in managing and exceeding KPIs.
• Positive attitude and keen attention to detail.
• Willingness to go the extra mile for customer satisfaction.

Job Type: Full-Time | Permanent

Experience: At least two years of experience in similar capacity

Salary: Up to PKR 150,000 per month | Tier base model | KPIs | Incentives (i.e. Annual Bonus, Anniversary Bonus, Punctuality, Weekday & Birthday Allowance along with other fringe benefits)

Location: PECHS, Block-6, Karachi.

Email: careers@eminent4u.com

Job Type: Full-time

Pay: Up to Rs150,000.00 per month

Application Question(s):

• Rate your spoken English on a scale of 1-05 (05 being highest)

Experience:

• International Call Centre: 1 year (Preferred)

Work Location: In person