Retention & Billing Team Leader

Monitor & execute the all Churn requests and ensure they are within budget
Contribute to the cost saving initiatives of TKL through Billing Dispute management
Support the collection of outstanding money through the effective execution of the dunning process
Execute the call centre activities within budget limits
Optimize the customer experience by review of customer journeys that have an impact on retention including campaign management
Ensure the effective management of the customer query resolution process by the team
Supervise the Retention, Billing and Dunning tasks for accuracy to increase customer satisfaction and avoid revenue leakages

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