MPAC Sports Hiring for Customer Retention Specialist Job at Dubai Full Time

PURPOSE:

• Customer Retention by building trust, commitment, and Loyalty.

• Serves customers by providing product and service information; resolving product and service problems.

• Resolve customer complaints via phone and email

• Provide feedback to the customer service department

• Provide Training Needs and deliver Quality Training and assessments

JOB SCOPE:

• Act as an ambassador of the company at all times and attend to customer needs in a professional, friendly and courteous manner

• Ensure that a high level of professional rapport is developed and maintained with all customers

• Communicate with customers, to increase loyalty and retain their business or service. speak with a customer over the phone or in-person, and often need to quickly devise solutions to problems they are presented with

• Assist in defining our customers Journey and touchpoints at each stage in order to *GUARANTEE RETENTION

• Developing new concepts and focusing on growth initiatives and retention.

• Should be effective at both conflict resolution and problem-solving.

• Respond to customer queries and address complaints in a timely manner

• Contact customer to work to resolve billing disputes or collect outstanding balances.

• Find new and unique ways to create a partnership with customers.

• Involve them in the design and delivery of service

• Reward loyalty

• Manage Refunds and retention of Customers.

• Solicit customers ideas and suggestions

• Beg for feedback on ways to improve their experience.

• Be responsible for gifts, giveaways to customers, making them feel important and appreciated.

• Performing telephone surveys. Share results, actions, and improvements.

• Proactively spot and correct issues that could affect customer satisfaction or retention

• Constantly feedback to the team on areas of improvement.

• Participating and sharing feedback on software development acting on behalf of the customer.

• Ensuring that there is consistent communication with the customer and frequent touchpoints during the course of the term. eg Birthday, the child is absent etc. Follow up on Incidents. Show we care genuinely.

• Ensure escalations are drawn to closure.

• Ensuring evaluations are completed and highlighting any challenges that you foresee.

INTERNAL & EXTERNAL INTERACTIONS:

Internal:

• MPAC Senior Management

• Business Development Manager

• Coaches Trainer

• Marketing & Sales Manager

• HR/PRM

• Coaches/Coaches Manager

• Customer Service Lead/Manager

• Accountant

External:

• All MPAC Customers

KEY ACCOUNTABILITIES

* Responsible for obtaining profitable results through the Customer Retention

* Responsible for Customer Service and Admin Training, Skill Development, Product Knowledge Development, Performance Management.

* Ensure that all Customer Service and Admin representative activities are in accordance with the guidelines of the MPAC Sports Code of Conduct.

* Develop customer retention strategies to guarantee success and growth.

* Handling customer complaints/escalations

* Monitoring random calls for quality assurance.

* Forecasting and analyzing Admin data.

* Developing and maintaining customer relationships

* Ability to prioritize and handle multiple tasks at any given time

* Determines requirements of customers by working with Customers

* Resolves problems by clarifying issues, researching and exploring answers.

* Provides feedback for effective marketing of MPAC Programs

* Be familiar with all current programs, their locations and pricing information.

* Management of Jersey Orders and Inventory – Monitor to ensure that delivery is being done in a timely manner and escalate and take action where necessary.

* Ownership of Process Related Manuals, to ensure that any change in process is updated with re-engineered processes

* Constantly reviewing processes to bring in operational efficiencies that will bring about customer delight.

Skills

Good Communication Skills

Negotiation Skills

Good at organising

Out of the box thinking

Detailed Oriented

Experience – Minimum 1 year in similar role

Job Types: Full-time, Permanent

COVID-19 considerations:
All candidates are required to wear a mask

Ability to commute/relocate:

• Al Quoz: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor’s (Preferred)

Language:

• English (Preferred)

Application Deadline: 30/07/2022