Experienced Retentions Call Centre Agent

3 months ago


Cape Town, South Africa Pathfinders Consulting Pty (LTD) Full time

Are you passionate about customer retention? Do you have a proven track record of keeping customers loyal while working in a fast-paced, dynamic environment? If you're an experienced Retentions Call Centre Agent with VoIP or telecom experience, this is your chance to be part of a company that is disrupting the small business telecoms industry and has won over 20 industry awards in just 2 years.

**Key Responsibilities**:

- **
Customer Retention**: Engage with customers who are considering canceling or switching services, understand their concerns, and provide tailored solutions to retain their business.
- ** Problem Resolution**: Address customer complaints, billing issues, and technical concerns as the first point of contact, aiming for First Call Resolution.
- ** Negotiation**: Present offers, discounts, or promotions that align with customer needs while supporting company policies, ensuring win-win retention outcomes.
- ** Product Knowledge**: Stay informed on the latest company products, services, and promotions to deliver accurate information and solutions.
- ** Customer Communication**: Maintain professional, empathetic communication, listening actively to customers and understanding their needs.
- ** Documentation**: Accurately record customer interactions and resolutions in the CRM tool.
- ** Win-Back Efforts**: Proactively reach out to recently canceled customers, offering tailored deals to regain their business.

**Requirements**:
**Skills & Experience Required**:

- **
Proven Retentions Experience**: You **must** have experience working in a retentions team, ideally with UK clientele, ensuring customer loyalty and satisfaction.
- ** VoIP/Telecom Background**: Experience in VoIP-based services is highly advantageous.
- ** Problem-Solving**: Strong problem-solving skills with innovative thinking to resolve customer disputes or complaints, including handling Ombudsman cases (preferred).
- ** Excellent Communication**: Exceptional written and verbal communication skills with a passion for delivering customer service.
- ** Drive for Results**: A passion for resolving customer concerns, ensuring First Call Resolution, and striving for continuous improvement.

**Benefits**:

- ** Discretionary Bonus Scheme**
- ** Subsidized On-Site Parking**
- ** Medical Insurance** (Flexicare plan under Discovery)
- ** Free Access** to our Employee Wellness Program (ICAS)

**Join a fast-paced, award-winning company where your skills in customer retention can make a real difference**

Matric



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