Retention Specialist

Do you find yourself suitable!

Purpose of Position:

Handle and resolve complaints in accordance with the Complaints Handling Procedures and contract termination requests with the internal procedure of the department.

Main Duties

• Effectively and accurately investigate requests within set timescales.
• Ensure all requests logs are registered & are kept updated with all required information and actions taken.
• Treat daily requests for post2pre/termination for B2C customers.
• Analyze customer data and based on treatment schema prepare an accurate response for the Company Shops & Customer (B2C).
• Negotiate when needed with the customers that have requested the contract termination and try to keep them thru offers according to the policies.
• Handle the documents’ correctness and forms of contract termination/post2pre.
• Check the MSISND status as charging manager, offers status, contract status of customers, and inform Shops based on the flow.
• Provide reports as appropriate both to internal and external usage.
• Report to the superior any probable problems and look after for a valid and on-time solution.
• Provide ideas, suggestions, and solutions based on daily/weekly/monthly analysis.
• Support team members when is needed.
• Assist the direct superior in any request.
• Other duties as per job responsibilities.

Skills

• Very good knowledge of Microsoft Office Package;
• Very good communication and formal writing skills;
• Very good knowledge of the English language;
• Very good negotiating skills, Ability to multi-task, prioritize and meet deadlines; Excellent analytical and problem-solving skills;
• Able to work with minimal supervision, Confidentiality, Team spirit;

Experience

• Similar experience consider as an advantage;

Education

• University Degree;

Interested candidates should apply through hr@albtelecom.al or jobs@one.al

Deadline of application is 25/11/2022

We will be glad to interview all candidates selected from the CV screening

HUMAN RESOURCES GROUP