• Collaborate with the Customer Service Team to achieve defined business objectives.
• Manage the customer service function as a benchmark of excellence across the organization.
• Drive retention KPIs, including customer loyalty, subscription revenue, and churn prevention.
• Manage customer accounts to ensure satisfaction, conversion of new product demand, and prevention of downgrades.
• Monitor customer profiles and market dynamics to proactively meet and exceed customer needs.
• Analyse lifecycle trends, competitor activities, and market forces to recommend effective customer retention strategies.
• Oversee the Contact Centre to deliver seamless, one-stop client support.
• Provide effective aftersales support (0–3 months post-activation) to maximize CSAT, CES, and NPS KPIs.
• Track and resolve customer complaints, requests, and inquiries in a timely manner while providing management feedback on recurring issues.
• Ensure compliance with company policies, procedures, and ICT regulations to achieve operational excellence and satisfactory audit ratings.
• Contribute to product development through continuous customer feedback.
• Promote knowledge-sharing, best practices, and team development to enhance service delivery.

Requirements

Qualifications & Experience

• Diploma in Business Administration, Management, or a related discipline.
• Proficiency in Microsoft Office Applications.
• Minimum of 3 years’ experience in a similar role within a busy work environment.
• Experience in handling technical support for internal systems and customer devices.
• Strong background in analyzing reports and technical procedures.

Key Skills & Competencies

• Strong interpersonal, communication (written & verbal), and customer-facing skills.
• Excellent organizational skills with great attention to detail.
• Ability to manage multiple priorities and perform well under pressure.
• Flexible, adaptable, and willing to learn.
• Strong work ethics, professionalism, and ability to work independently or as part of a team.
• Ability to manage stressful conditions and maintain composure.

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