Retentions Agent

1 week ago

Cape Town, South Africa Rain Full time

key responsibilitiesImplement customer retention strategies to increase loyalty and retain business.Analyse customer feedback and customer behaviourCompile reports for management (stats and analytics)Keep an accurate record of calls, retentions and migrations and note useful information on the system, Keep a record of all interactions, in a comprehensible wayNegotiate with customers to renew contracts and retain business.Meet with the sales and onboarding teams to propose customer retention solutionsBuild positive relationships with customers and business associatesBe willing to work over and beyond shifted hours where requiredSeize opportunities to upsell products when they ariseBe a Team Player and assist where requiredEnsure you meet daily targets and facilitate future customer loyaltyAssist sales and onboarding teams should the need ariseMinimum RequirementsMatric/Grade 12Clear communication skills (verbal and written)Basic computer literacy (CRM systems, email and data entry)Ability to handle difficult conversations professionally Problem-solving and objection handling skillsStrong customer service and sales abilityMinimum call centre experience, 12 to 18 monthsPreferred/AdvantagesPrior retentions, sales or customer experienceKnowledge of company products, billing and cancellation processesAbility to work under pressure, and maintain compliance standardsNegotiation and conflict-resolution skills

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