Enterprise Retention & Outbound Agent - Base Management

The purpose of the Enterprise Retention & Outbound Agent position is to manage outbound call activities and ensure a high-quality customer experience for all du products and services (Fixed & Mobile). The role requires handling various outbound call types focused on retention, up-selling, and cross-selling, while applying comprehensive and knowledgeable information along with a defined customer service approach for both internal and external customers in Customer Care.

Key Accountabilities include achieving target productivity and quality scores to meet customer experience and KPI goals, delivering against sales targets through effective cross-selling and up-selling, and maintaining a ‘Customer First’ approach to foster productive relationships. The role involves providing exceptional customer care within the retention program, conducting pipeline management with account managers, and ensuring compliance with company policies and procedures. Additionally, the agent will process customer requests with high accuracy to guarantee fulfillment within service level agreements (SLAs).

Requirements include a minimum of a High School diploma and relevant customer service or retention experience, preferably in telecommunications. Candidates should have at least 1 year of experience in customer service, strong interpersonal skills, organizational abilities, effective communication skills, and problem-solving capabilities. The position also demands the ability to work under pressure, make timely decisions, take initiative, and manage multiple tasks.