Retention Specialist

5 months ago

Johannesburg, South Africa CMTrading Full time

**TITLE**: **Retention Specialist**

**LOCATION**: Johannesburg

**POSTION**: Full Time

**WORKING HOURS**: 09:00 am - 18:00 pm

CMTrading, an award-winning, FSCA regulated, and one of the oldest brokerages, is looking to hire talented **Retention Specialists** to join its growing team in Johannesburg.

Your primary responsibility is to cultivate and maintain relationships with existing customers to increase customer loyalty, minimize churn, and maximize revenue for the organization. You will be part of a dedicated team focused on retaining customers and ensuring their satisfaction with the company’s products and services. Your role will involve proactively engaging with customers, understanding their needs, and addressing their business relationships with the company.

**JOB DESCRIPTION (Key Responsibilities)**:

- Customer Relationship Management
- Retention Strategy Execution
- Customer Needs Assessment
- Issue Resolution
- Customer Feedback Analysis
- Customer Retention Metrics Tracking
- Product Knowledge and Training

**REQUIREMENTS (Skills & Qualifications)**:

- High school diploma or equivalent; a bachelor's degree in a relevant field is a plus.
- Have 3 to 4 years of previous experience as a Retention Agent in a CFD company/ Forex Brokerage.
- Experience in account management, or sales role, focused on customer service retention specific to leveraged products and the effects on client accounts (Margin Call, Maintenance Margin etc).
- Excellent interpersonal and communication skills, both verbal and written.
- Strong problem solving and conflict resolution abilities.
- Have advanced knowledge of the CFD industry and its relevant products (FX/Shares/Commodities/Crypto etc).
- Possess the ability to explain fundamental industry related terms and concepts accurately and easily.
- Ability to empathize with customers, understand their perspectives, and provide effective solutions.
- Proficiency in using customer relationship management (CRM) software and other relevant tools.
- Analytical mindset with the ability to interpret customer data and draw actionable insights.
- Self-motivated/target-driven, with the ability to work effectively both independently and as part of a team.
- Adaptability to handle diverse customer personalities and situations.
- Knowledge of the industry and market trends affecting customer retention.

**BENEFITS**:

- We offer an attractive remuneration package based on qualifications and experience.
- Professional Growth Opportunities.
- Cross-functional Collaboration.
- Mentoring and open forum for career enhancement
- Dynamic, Multinational and Multicultural Environment
- Work-Life Balance.

**Salary**: R15,000.00 - R20,000.00 per month

Ability to commute/relocate:

- Johannesburg, Gauteng: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (required)

**Experience**:

- Retention: 2 years (required)
- Sales: 2 years (required)

**Language**:

- English (required)

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