Prepaid Customer Retention Specialist

3 days ago

Mumbai, Maharashtra, India beBeeCustomerRetention Full time ₹ 1,00,00,000 - ₹ 1,50,00,000
Job Summary

To retain prepaid customers by executing the mobile number portability (MNP) retention process across all touch points, and proactively identifying process gaps to reduce prepaid churn.


Key Responsibilities
  • Benchmark MNP processes with competitors
    • Compare MNP process tools and best practices
    • Replicate best MNP practices from Vi Prepaid
  • Design national MNP flows and processes
  • Update MNP processes throughout their lifecycle
  • Identify early warning signals for churn reduction
  • Owning and driving humanoid BOT and AI Video projects for positive CBA outcomes
  • Manage communication responsibilities effectively
  • Implement new customer communication methods for retention
  • Address regulatory challenges
    • Maintain process adherence and compliance
    • Track competition non-compliances and report to prevent undue advantages
  • Circle Implementation and Monitoring
    • Collaborate closely with circle teams for market insights
    • Share best practices and ensure their execution in circles
    • Core Competencies, Knowledge, Experience, Technical / Professional Qualifications
  • Key Performance Indicators
    • MNP prepaid churn percentage
    • Retention percentage out of UPC generated base
    • Revival from service validity
    • MNP-UPC cancellation percentage
    • Market pulse assessment through circle teams
    • Risks, Challenges, Job Context
      • Risks: Changes in competition practices, regulatory process changes, market dynamics
      • Challenges: Market dynamics
      • Job context: Identifying and addressing UPC tracking and early warning signals

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