Classic Tech is seeking a skilled and proactive Call Center Officer to direct customer experience and retention initiatives while upholding high service standards and operational effectiveness. In this leadership role, you will manage customer support operations, boost customer satisfaction, minimize churn, identify upsell opportunities, and consistently achieve departmental goals.
Key Responsibilities:
- Direct and supervise the call center and customer experience team to ensure top-notch service delivery.
- Formulate and execute customer retention strategies aimed at boosting loyalty and overall satisfaction.
- Track and evaluate customer churn trends, carrying out targeted plans to reduce client attrition.
- Spot upselling and cross-selling possibilities to expand revenue from current accounts.
- Perform competitive analysis to recommend strategic initiatives for retention and business expansion.
- Ensure continuous alignment with operational KPIs, SLAs, and performance benchmarks.
- Guide team performance through regular coaching, support, and professional development.
- Handle escalated customer issues directly, guaranteeing efficient and timely resolutions.
- Compile detailed reports covering team output, retention stats, churn metrics, and customer experience.
- Partner with cross-functional departments to continuously refine overall service quality.