Retentions Specialist

Overview Cape Town, South Africa | Posted on 01/09/2025 RSAWEB is South Africa’s fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. We have built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town. Our Products and Services include Fibre-to-the-Business (FTTB), Mobile connectivity and data management, and Cloud infrastructure and more. Our mission and values guide every customer interaction and connection. Where the successful candidate fits in: The position is for a Retention Specialist in the RSAWEB Business team based in the Cape Town office. You will work closely with the Sales Managers (Direct and Channel), as well as the Head of Enterprise. The successful candidate will drive a customer-centric approach to manage the customer retentions process from start to finish with initiative. You will help define and adjust the customer retention process for the RSAWEB Business team. This role is part of the Business Operations Team and reports to the Operations Manager, with stakeholder engagement being a key component. You will interact daily with cross-functional teams, including Sales Managers for Direct and Channel Sales, the Head of Enterprise, and Account Managers. The RSAWEB Business Retention Specialist plays a vital role in driving efficiency and effectiveness within the sales and operations units and contributes to the overall success of the organization’s sales initiatives. Responsibilities Utilize effective methods to retain existing business customers, focusing on retention of bronze level customers (this may change over time). Manage short- and longer-term plans to retain customers. Implement strategies to increase retention and collaborate with different departments to improve retention approaches. Understand complex customer situations and provide RSAWEB-specific solutions. Own task and ticket lifecycle management to resolution. Engage in any other reasonable tasks as required. Cultivate positive relationships with internal and external stakeholders, keeping them engaged and informed throughout the project lifecycle and addressing concerns as they arise. Requirements Certifications and/or a commercial degree are preferred, but not essential. Proven experience (typically four plus years) in Sales Account management in an ISP and/or IT environment. Customer service experience of at least 3 years. Complaint and escalation handling experience of at least 2 years. Minimum of 2 years’ retentions experience. Familiarity with sales management methodologies and tools. Strong organizational and time management skills with the ability to prioritize tasks and manage multiple tasks concurrently. Ability to build positive working relationships with business customers to maximize customer lifetime value. Solid understanding of business connectivity solutions, cloud technologies, and mobile data solutions is preferred. Minimum 2 years’ experience working with CRM, Billing, and other enterprise-type systems. Strong negotiation, collaboration, teamwork and communication skills. Ownership mindset with the ability to troubleshoot problems and work with teams to achieve results. Able to cultivate trust and credibility with peers and maintain strong working relationships. Medical Aid (Discovery); Reduced Gap Cover Rates (Turnberry Premier); Retirement Annuity Contribution (Allan Gray); Medical Insurance (Momentum - Health4Me); Discounted Internet Connectivity; Free Employee Wellness Programme (Lyra Wellbeing, formerly ICAS); Exposure to latest industry technologies and standards; A work environment that rivals the very best. Note: If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful. #J-18808-Ljbffr