Retention Consultant

2 weeks ago


Randburg, Gauteng, South Africa Tracker South Africa Full time

Listing reference:
track_001018

Listing status:
Online

Position summary:

Industry:

IT & Internet
Job category:Customer Service
Location:Randburg
Contract:Permanent
Remuneration:Market Related
EE position:No
Introduction:

Tracker requires the services of Retention Consultants in the Customer Services department based at Tracker Head Office in Johannesburg.

Job description:

  • Converting cancellations into retains by means of objection handling and utilizing different retention tools to keep the customer on board.
  • 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.
  • Effective utilization of the Call rating system.
  • Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.
  • Negotiate and make relevant product and service adjustments in line with product pricing and Tracker's retention strategy.
  • Manage time and workloads to ensure that deadlines and targets are met.
  • Meet targets as per Key Performance Agreement.
  • Deal with customer queries and complaints in a competent, efficient, and professional manner.
  • Identify concerns or trends, investigate, and propose possible solutions for problems.
  • Accurate record keeping of statistics as per stipulated guidelines.
  • Ability to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.

Minimum requirements:

  • Matric
  • RE5 qualification requirement
  • FAIS Credits advantageous
  • 34 years working experience in a Contact Centre.
  • Previous contact centre experience in a sales or retention environment is essential.
  • Certificate in Customer Services will be an advantage
  • Minimum 1year experience in handling technical queries, Retaining of customers and financial background.
  • Excellent product and systems knowledge.
  • A passion for retaining customers through excellent customer service delivery, a professional attitude always.
  • The incumbent should have excellent interpersonal skills.
  • The ability to cope with a constant changing and pressurized 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
  • Benefits: Medical Aid, Provident Fund

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