Retention Officer

6 months ago

Pretoria, South Africa Fidelity Services Group Full time

**Position**: Retention Officer

**Reporting to**: Finance Manager, CashMaster

**Location**: Waltloo, Pretoria

**Duration**: Full-Time

The purpose of the Retention officer is to design and implement customer retention strategies to increase satisfaction, loyalty and retain business. The incumbent will play a crucial role in preserving the company's customer base and maximizing customer lifetime value.

**Minimum Requirements**:

- Grade 12
- Post-matric qualification in the relevant field advantageous
- 3+ years’ experience in a similar role.
- Analytical mindset with the ability to interpret customer data and draw actionable insights.
- Knowledge of the industry and market trends affecting customer retention
- Excellent customer service skills.
- Strong problem solving and conflict resolution skills.
- Advanced communication and interpersonal skills.
- Strong ability for cross-functional collaboration
- Have a persuasive attitude.
- Advanced organizational skills.

***Responsibilities**:

- Communicating with customers and gathering information about customer complaints.
- Analyzing customer behavior, writing, and presenting customer behavior reports.
- Collecting data regarding customer service trends in the business.
- Conduction of customer needs analysis.
- Developing aggressive retention strategies based on customer feedback and behavior.
- Providing internal feedback on how to improve client retention.
- Analyze customer account trends to continuously improve retention, upsell and cross-sell strategy.
- Tracking soon to be expired contracts and negotiating with customers to renew contracts and retain business.
- Meeting with the sales team to propose customer retention solutions.
- Building positive relationships with customers and business associates.
- Measuring key performance metrics related to retention efforts.

**Core Competencies**
- Strong analytical and problem-solving skills.
- Excellent teamwork and communication skills to collaborate effectively with cross-functional teams.
- Strong written and oral communication skills
- Ability to work under pressure and meet targets and deadlines.
- Able to work effectively in a complicated environment with mínimal management guidance/supervision.
- Ability to multi-task and prioritize work schedules.

**Skills**
- Interpersonal
- Communication
- Critical thinking
- Diplomacy
- Persuasion and influencing
- Judgement and decision making
- Customer Orientation

**We reserve the right not to make an appointment to any advertised position.**

**Fidelity Security Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

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