Retention Agent

2 weeks ago

Cape Town, Western Cape, South Africa Banxso Full time

JOB SUMMARY:

The retention agent is responsible for managing and maintaining new and existing client relationships, loyalty, driving growth, to ensure customer satisfaction and maximize Banxso's revenue retention by upselling, cross-selling, fostering long-term customer relationships and optimizing value.

This position requires a persuasive, proactive and driven individual with strong communication, relationship building and negotiation skills. The primary focus is to upsell Banxso's trading platform by addressing customers' needs based on a needs analysis, providing exceptional service, and offering suitable online trading opportunities and upgrades.

KEY RESPONSIBILITIES:

  • Retention of Clients: build and maintain strong relationships through regular communication and exceptional customer service, understanding of customer's needs, address concerns, risk management and ensure high customer satisfaction levels.
  • Upselling and Cross-Selling: identify markets to upsell and cross-sell trading opportunities to existing customers by understanding their evolving needs and present appropriate information to increase Banxso's revenue and profitability.
  • Collaboration: Collaborate with internal teams to address issues or factors that may impact customers decisions to ensure a cohesive approach to customer retention, maximising on opportunities and Banxso's revenue growth.
  • Relationship Management: Conduct regular check-ins and customer outreach to ensure customers are utilizing our platform and trading opportunities effectively, by offering training, guidance and support creating an opportunity to upsell and maximising on Banxso's revenue potential.
  • Resolution: Act as a point of contact for customers concerns and complaints, collaborate with relevant departments to resolve issues and concerns promptly to maintain the customer relationship and overall customer satisfaction.
  • Sales Performance: Meet and exceed daily, monthly, quarterly customer retention, sales and upselling targets.
  • Customer Feedback: Gather feedback from customers with regards to Banxso and their trading experience on our platform and provide insights to the CEO, internal departments and marketing teams to improve offering and overall customer experience.
  • Trading Market Knowledge: Stay up to date with trading trends, platforms, business news and market dynamics and utilize this knowledge to develop selling strategies for increasing client retention, upselling and overall customer satisfaction.
  • Reporting and Analysis: Maintain accurate records of customer interactions, records, trends and trading activities, preparing regular reports on performance, risk management and client feedback and progression.
  • Risk Management: Follow Banxso's process of identifying, evaluating, risk identification, measurement, assessment, governance, best practice, reporting and mitigating business and customer risks of potential losses in an investment.

Requirements

QUALIFICATIONS AND SKILLS:

  • Bachelor's degree in business, Economics, Sales experience, or Finance.
  • 5 years + proven experience in a high performing sales environment, account management and or/finance.
  • 5 years + online trading experience would be advantageous.
  • Strong interpersonal and communication skills with the ability to build rapport and trust with customers.
  • Persuasive and adept at negotiating techniques
  • Results orientated, driven and able to consistently meet and exceed targets.
  • Excellent problem-solving skills and business critical thinking abilities
  • Risk Mitigation
  • Building and growing trading portfolios and management thereof
  • Knowledge of trading platforms, sales tracking and CRM software
  • Ability to work in a fast-paced high performing team and environment.
  • Natural Hunter and Leader with an entrepreneurial flair
  • Demonstrated ability to adapt to a dynamic growing environment.
  • Resilient
  • Strong organizational skills and attention to detail

Benefits

Attractive offices

Commission paid in $

100% contribution towards medical aid with discovery

Group risk benefits

Gym membership

Parking

Refreshments

Daily meals

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