Team Leader - Collection & Retention || ACT Fibernet || PUNE

Company Name :- ACT FIBERNET

Job Title: Team Leader - Customer Care & Retention

(TL-CCNR) Department: Customer Care/Retention

Industry: Internet Service Provider (ISP)

Location: Kharadi

Reporting To: Retention Manager/Operations Manager

Job Summary:

The Team Leader - Customer Care & Retention (TL-CCNR) is responsible for overseeing a team focused on customer retention efforts. This role aims to minimize churn, enhance customer satisfaction, and foster loyalty among the subscriber base. The position demands strategic thinking, strong leadership, and hands-on involvement in retention activities.

2. Customer Retention Strategies:

Develop and implement retention strategies to reduce churn. Identify and address reasons for customer dissatisfaction or disconnection. Offer tailored solutions such as discounts, upgrades, or value-added services.

3. Customer Interaction:

Handle escalations from team members and ensure customer concerns are resolved promptly. Build rapport with high-value customers to strengthen loyalty.

4. Data Analysis and Reporting:

Monitor retention metrics (e.g., churn rate, NPS, ARPU).

customer behavior to identify trends and improvement areas.

Present regular reports on team performance and customer retention activities.

5. Collaboration:

Work closely with other departments (Sales, Marketing, Technical Support) to improve the customer experience. Provide feedback to product teams to enhance service offerings.

6. Compliance and Quality Assurance:

Ensure adherence to company policies, processes, and regulatory standards. Maintain accurate customer records and communication logs.

Qualifications and Skills: Education:

Bachelors degree Experience: 3+ years of experience in customer reletation At least 1 year in a team leadership or supervisory role.

Skills: Strong leadership and interpersonal skills. Excellent communication and negotiation abilities. Proficiency in CRM tools and customer analytics platforms. Problem-solving mindset with a customer-first attitude

. Key Performance Indicators (KPIs): Reduction in churn rate. Increase in customer lifetime value (CLV). Improved Net Promoter Score (NPS). Achievement of team retention targets. Compensation:

Competitive salary Additional benefits, including medical insurance, and professional development programs.