- Back end support management.
- Churn & Retention Management.
- Volunteers & In volunteer
- proactive & reactive
- Mange refunds, waivers and adjustments related to churn
- Work closely with other departments to identify the key drivers of customer churn and implement improvements
- Work with senior management to establish priorities, standards and performance objectives for the Churn Team.
- Ensure quality of calls & compliance of SOP’s with the Churn Officers
- Responsible for CRU (L3 Visits) at customer premises
- L3 visits within TAT
- L3 visits prioritization
- L3 visit target per day / per week
- Proactive approach to work closely with Technical to improve network and reduce L3 visits
- Trend analysis and reporting based on L3 visits
- Responsible for CPE collection based on the given target by the management
- Ensure collection of CPEs at end of each customer life cycle
- Follow up and maintenance of the CPE inventory (CRU)
- Provide reporting on team activity, statistics and competitor behavior
- Analyze trends/data and drive performance improvements.
- Maintain, develop and document department policies, practices and procedures.
-  providing help and advice to customers using your organization?s products or services;
- communicating courteously with customers by telephone, email, letter or face to face;
- investigating and solving customers’ problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- issuing refunds or compensation to customers;
- keeping accurate records of discussions or correspondence with customers;
- analyzing statistics or other data to determine the level of customer service your organization is providing;
- producing written information for customers, often involving use of computer packages/software;
- writing reports analyzing the customer service that your organization provides;
- developing feedback or complaints procedures for customers to use;
- developing customer service procedures, policies and standards for your organization or department;
- meeting with other managers to discuss possible improvements to customer service;
- being involved in staff recruitment and appraisals;
- training staff to deliver a high standard of customer service;
- leading or supervising a team of customer service staff;
- learning about your organization?s products or services and keeping up to date with changes;
- provide the strategic and tactical leadership critical to retaining valued customers of an organization.

Send CV at careers@augere.pk / Website: www.augere.pk