Outbound Retentions Agent

4 weeks ago

Cape Town, South Africa WNS Full time

Overview Outbound Retentions Agent – WNS Cape Town, Western Cape, South Africa. Handle inbound and/or outbound calls to promote and sell additional products or services to existing or potential customers. Identify opportunities to cross-sell and up-sell while ensuring excellent customer service is maintained. Focus on retention calls with customers at risk of cancellation or churn, and onboarding new customers. Key Responsibilities Handle incoming and outgoing calls to/from customers in a professional and courteous manner. Identify customer needs through active listening and provide tailored product/service recommendations. Effective cross-sell and up-sell of products or services that complement the customer’s current selections or needs. Handle inbound and outbound retention calls to customers identified as at risk of cancellation or churn. Onboarding of new customers. Meet or exceed sales targets and conversion rates set by the company. Maintain updated knowledge of all company products, services, pricing, and promotions. Document customer interactions, sales outcomes, and follow-up requirements accurately in the CRM system. Handle customer objections and concerns with confidence and professionalism. Collaborate with team members and supervisors to improve performance and customer satisfaction. Qualifications Minimum requirement Grade 12 Additional Information Minimum of 12 months international customer service experience in a contact center Minimum 6 months experience in international sales in a contact center Previous experience in telecommunications and/or utilities advantageous Seniori Seniority level: Associate Employment type Full-time Job function Customer Service Industries Business Consulting and Services #J-18808-Ljbffr

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