Retention Consultant X 3 Positions

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001236

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:External Sales
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:Yes
Introduction:


Job description:

  • Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
  • Ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.
  • Acting on all incoming calls within the SLA.
  • Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
  • Address general product information enquiries timeously and accurately.
  • Follow up on customers outstanding queries only applicable during a retention request.
  • Effective utilization of the Call rating system.
  • Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer.
  • Negotiate and make relevant product and service adjustments in line with product pricing and Trackers retention strategy.
  • Manage time and workloads to ensure that deadlines and targets are met.

Minimum requirements:

  • Minimum requirement is matric.
  • RE5 & FAIS full qualifications advantage
  • Previous contact Centre experience in a sales or retention environment is essential.
  • Minimum 1year experience in handling technical queries, Retaining of customers and financial background.
  • 34 years working experience in a Contact Centre.
  • Certificate in Customer Services will be an advantage.
  • Excellent product and systems knowledge.
  • A passion for retaining customers through excellent customer service delivery, a professional attitude at all times.
  • The incumbent should have excellent interpersonal skills.
  • The ability to cope with a constant changing and pressurised environment.
  • The ability to work in an environment where multiskilling is required.
  • Work accurately with high level of attention to detail.
  • Advanced MS Office proficiency.
  • Must be selfsufficient, assertive and influential.
  • Optimistic and caring

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