Agent servicii client - Loializare si Retinere Clienti

Cosmote Telecommunications

03-04-2014 | EXPIRA LA 03-05-2014

Job expirat

RESPONSABILITATI

ROLUL POSTULUI:
Retinerea si loializarea clientilor Cosmote prin oferirea celor mai bune solutii de servicii, in conformitate cu politicile si programele de loializare si management clienti ale companiei.

1. Determina clientul sa continue contractul de abonament, oferindu-i cea mai buna solutie de servicii/ informatii despre serviciile Cosmote, in functie de particularitatile fiecarui client in parte;
2. Identifica in bazele de date si inregistreaza cererile de reziliere ale clientilor, in conformitate cu procedurile de lucru;
3. Analizeaza istoricul abonatului si ii ofera cea mai avantajoasa solutie de continuare a abonamentului, conform programului de fidelizare a clientilor;
4. Contacteaza clientii si finalizeaza cererile de reziliere a contractului de abonament transmise de acestia;
5. Realizeaza transferarea clientilor de la un serviciu la altul, pe baza procedurilor specifice;
6. Colaboreaza cu diferite departamente in vederea mentinerii clientilor in cadrul retelei;
7. Gestioneaza si realizeaza anularea contractelor clientilor Key Accounts
8. Genereaza apeluri si inregistreaza rezultatul acestora in cadrul campaniilor de sondare a opiniilor initiate de Marketing;
9. Atunci cand este necesar, va realiza deconectarea contractelor, pe baza cererii de reziliere sau a solicitarilor venite din partea altor departmente;
10. Participa la actiuniile privind sondarea opiniei clientilor sau impactul/promovarea ofertelor companiei pe piata de servicii;


CERINTE

Experienta in domeniul relatiilor cu clientii; Experienta anterioara in domeniul telecomunicatiilor reprezinta un avantaj

• Abilitati excelente de comunicare;
• Orientare catre client;
• Abilitati de identificare si solutionare a problemelor, gandire analitica;
• Initiativa;
• Abilitati de negociere, persuasiune;
• Capacitate de organizare si planificare a activitatii;
• Abilitati de invatare rapida;
• Abilitati de lucru in echipa;
• Etica si integritate;
• Rezistenta la stres.


DESCRIEREA FIRMEI

COSMOTE Romania, member of the Greek-based COSMOTE Group, was launched in December 2005 with the purpose of making mobile telephony accessible to all Romanians. COSMOTE Romania is committed to changing the mobile communications landscape for the benefit of the Romanian consumer by offering competitive services at the most affordable and accessible tariffs. Sharing COSMOTE Greece corporate philosophy, COSMOTE Romania brings to the Romanian market the Group s vision, creativity, commitment and customer centric philosophy. COSMOTE today has the widest presence in South Eastern Europe in mobile telephony, offering its customers clear benefits, quality of service and value for money. COSMOTE Romania is committed to bringing the same level of satisfaction and success to the Romanian market. The company s management team consists of highly qualified experts from the mobile telecommunications industry and key executives from Greece and Romania instilling wealth of technical, commercial and brand development knowledge. COSMOTE Romania is one of the most active employers on the market, expanding its team by 50% from 400 in December 2005 to 600 at the end of August 2006. Under the slogan - Together We Grow- , COSMOTE Romania s employee philosophy is focused on combined professional development and company growth, teamwork, innovation and enthusiasm. For more information, please access www.cosmote.ro.