Job Summary:
The Quality Assurance & Retention Agent will support aYo Uganda in the following: Customer Value Management, Market Surveys and Quality Assurance to enhance activity, usage and subscriber retention.

Key Duties and Responsibilities:

The Quality Assurance and Retention Agent is expected to:
· Communicate with customers in their preferred local or other language , Runyankole, Runyoro, Luganda Luo and English
· Offer product education: Ensuring that the information offered to the customers through each of our distribution channels is comprehensive.
· Offer appropriate support including relevant product information + T& Cs.
· Manage pre churn and active base: Offer quality engagement of the existing customer, to establish their challenges.
· Establish current customer challenges and the product knowledge gaps in the market
· Establish hindrances to repetitive transactions
· Execute customer surveys to meet business objectives and needs
· Execute Customer Value Management (CVM)campaigns with the aim to retain customers
· Establish the reasons why some customers have terminated the service
· Help the customers to appreciate the benefits intended in our CVP.
· Reinstate the customers that could have terminated the services due to lack of the relevant support and info.
· Encourage customers to dial 296 regularly (at least once a month to avoid de activation
· Document feedback
· Any other related work that may be assigned by the supervisor as per business needs.
· Submit summarised reports on market feedback in order for management to take appropriate action.

Qualifications, Skills and Experience:
· The applicant must hold a Degree in a relevant field
· Prior experience in telecom Sales, Call Centre, retention or insurance is an advantage.
· Excellent knowledge of MS Office
· Highly motivated and target driven with a proven track record in sales
· Excellent selling, communication and negotiation skills
· Prioritizing, time management and organizational skills
· Ability to create and deliver presentations tailored to the audience needs
· Relationship management skills and openness to feedback
· Multi lingual candidates are encourage to apply

How to Apply:
All candidates should send their updated CVs / resumes to info@ayo.co.ug

Deadline: 3rd September 2019