Retention Customer Service Representative

2 weeks ago

Century City, Western Cape, South Africa MWeb Full time

Main Purpose of the Job:


The Customer Retentions Department currently has a vacancy for a Retention Customer Service Representative who will be responsible for providing accurate friendly and professional inbound and outbound support and guidance to all Mweb customers with a key focus on business retentions at the highest level across various channels including Telephonic, Written and Work Allocation streams while achieving administrative task deadlines and high levels of accuracy.


Job Output:

  • Retention of Mweb clients on existing and other suitable products within the Mweb product portfolio as opportunities present
  • Achieve agreed retention, productivity and qualitative targets consistently
  • Liaise with 3rd parties and internal suppliers/departments to satisfy customer needs including fault and/or complaint resolution and the processing of cancellations or retention events
  • Deliver excellent customer service both face to face and telephonically
  • Achieve agreed team targets on all written channels including ticket centers
  • Deploy relevant Retention Strategies per customer and scenario to ensure retention
  • Maintain superior product and business knowledge to ensure customers are provided with accurate information for decision making
  • Accurately and completely documents customer interactions to ensure next steps are clear, concise and enables completion of additional tasks
  • Communicates effectively with clients, colleagues, management, and other departments

Skills and Competencies:

  • Computer literate (Intermediate)
  • Typing skills 45 wpm (Zero Errors)
  • Outstanding customer service orientation
  • Excellent written and telephonic verbal communication
  • Strong bias for action and delivery of results
  • Strong administrative skills
  • Assertive but also diplomatic
  • Attention to detail
  • Able to handle high levels of stress
  • Strong interpersonal skills
  • Able to work independently but also as part of a team
  • Highly motivated and takes ethical actions
  • Adaptable

Qualifications & Experience:

  • Matric is required
  • Must be proficient in Microsoft office
  • Must have minimum of 35 years' experience in a call center or customer services environment with a focus on sales and/or retention
  • Proven experience in customer retention is advantageous
  • Must be tech savvy, basic technical support knowledge is advantageous
  • Experience in customer facing environment would be beneficial
  • Knowledge of ISP industry and MWEB products is essential

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