Contact Centre Agent/retentions

3 weeks ago

Cape Town, Western Cape, South Africa Isonxperiences Full time
Our company is looking for vibrant minds and energetic individuals to join our Retentions Team, as a Retentions Agent.


The role will be to improve Customer Satisfaction, by being proactive and reactive in retaining customers who have experienced service failure.


Requirements:

  • Grade 12
  • Minimum of 1 year Diploma or related experience.
  • Minimum of 2 years experience in Customer Service, Operations, or Support Function
  • Proven track record of meeting FCR requirements advantageous
  • Required knowledge of Sales techniques, telephone etiquette, relevant policies, and procedures.
  • Fluent in English
  • Verbal and Written communication
  • Confidence and Resilience

Responsibilities:

  • Engage with the customers in a professional way as specified in the service standards.
  • Ensure customers' needs and expectations are understood.
  • Process the customers' requests in an efficient and effective way
  • Customer retention through inbound interactions.
  • Provide support to customers on their engagement platform of choice
  • Maintain excellent customer relationships
  • Resolve all customer queries efficiently, and within agreed timelines and procedures
  • Adherence to the departmental escalation process where applicable.
  • Adherence to the prescribed Quality assurance process and scripts
  • Contribute to Team goals and objectives
Customer Service (internal/external)

  • Ensure that all customers feel valued and important
  • Provide accurate advice and information to customers and adhere to quality standards
  • Consider the implications of actions to be taken on the image of the company
  • Understand the immediate consequence and impact of the activity on the business
  • Respond and attend to queries and problems in line with set guidelines
Profit Driving

  • Identify opportunities to sell, cross-sell and upsell the client's products on all customer interactions
  • Converse & engage with customers around the client's offerings by providing value enhancement offerings to customers
  • Make concerted efforts to retain the client's Customers upon cancellation request
  • Proactively engage customers on all active planned campaigns
Quality Control

  • Ensure adherence to planned schedules
  • Identify processes and procedures where the quality of work may be improved.
  • Understand the consequences of not maintaining quality focus and operating appropriately
  • Ensure all credit vetting, revenue assurance, and fraud processes are strictly adhered to.
  • Ensure the client's quality standards are implemented correctly
Values

  • Build employee relations and collaborative teamwork.
  • Manage Employment Equity and diversity.
  • Build professionalism, loyalty, and commitment to the organization.
  • Communicate actively and effectively resolving any potential conflicts that may arise.
  • Display insight into leadership style. How it influences performance positively and negatively.

Job Type:
Permanent

Ability to commute/relocate:

  • Cape Town,

Western Cape:
Reliably commute or planning to relocate before starting work (preferred)

Experience:

  • Cold calling (preferred)

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