Customer Retention and Loyalty Support

Job description

Job Title: Customer Retention and Loyalty Support

Are you a dynamic individual with a passion for driving business growth? We are seeking a highly motivated and experienced Customer Retention and Loyalty Support to develop and maintain excellent relations with new, existing & churned customers resulting in customer retention, satisfaction and loyalty.

Responsibilities;

 Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
Track and report on the customer base with a keen focus on churn statistics
Providing day to day support, training, and quality control for the WINBACK TEAM and Retention teams
Drive win backs, liaising with the Manager on the deliverables to achieve the revenue targets for LIT Zambia by reducing churn and increase retention
Drive LIT Retention Initiatives to improve and add value to the business revenue by arresting churn rates.
Act as intermediary between the WINBACK Team and both LIT and OMNI management teams
Acquire on the ground appreciation of the individual customer complaints and reasons for churn, collating actionable insights.
Generate Performance Reports including competition analysis through customer exit interviews.
Perform duties inherent in all supervisory and administrative positions.
Execution of churn programs, i.e. outbound campaigns aimed at contacting customers who have churned.
Exercise creative negotiation and sales technique to motivate customers to continue using products & services
Manage tracking of additional or upgraded services, while providing a quality customer service
Resolve customer complaints and concerns by investigating problems; develop solutions and manage through to resolution
Coordinate inter-departmental customer data sources for review by CEX senior Manager.

Candidate Requirements

· Must be a member of the Chartered Institute of Customer Management-CICM

· A Bachelor’s degree in any business related field

· Customer Experience Professional Qualification will be an added advantage

· 2 years of experience

· Attention to detail and accuracy

· Ability to manage own workload and high data capturing proficiency

· Strong reporting and presentation skills.

Applications are invited from suitably qualified candidates to fill the roles highlighted above.

Please forward your Application and CV to recruitment.zambia@liquidtelecom.com clearly indicating the title of the Job applied for in the subject.

Closing date for all applications is Wednesday 23rd of July 2025.