Outbound Customer Service Retention Agent Level 2

4 weeks ago

Midrand, South Africa Fidelity Services Group Full time

**Customer Contact Centre) Fidelity ADT - Outbound Customer Service Retention Agent Level 2**

Reporting to: Customer Service Retention Supervisor

Overall Purpose of the Job: Support and provide superior service to internal and external customers

cancel.

**Minimum Qualifications and Experience**:

- Matric
- A minimum of 2 years customer service experience.
- At least 1 to 2 years’ experience within a contact center, of which client retention experience would be
- beneficial.
- Continuous Improvement experience beneficial.

**Main Duties and Responsibilities**:

- Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
- Ability to comprehend, capture and interpret basic customer information.
- Retain clients by preventing them to cancel, through correct processes and SOP’s.
- Handle all cancellation requests
- Handle all client queries relating to possible cancellations
- Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s
- If complaints need to be escalated to other departments for resolution ensure escalated and tracked
- within 24 hrs for resolution, if not, follow-up until resolution is reached and include Supervisor
- All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if
- needed) and correct processes followed.
- Cancel clients if approved by management
- Give save offers as approved by management
- Save clients from cancelling their contracts due to service, price and financial difficulty.
- Manage your daily log report for saves done to build into the GM Weekly report.
- Branch cancellations must be processed after branch managers have approved.
- Make sound judgements to deliver superior customer service
- Analyse various parts of a problem properly and develop logical solutions
- and openscape Q’s.
- Assist with call overflow from Level 1 Agents as and when required to maintain Service levels.
- Provide Feedback to Customers and always contact via telephone call as first point of contact.
- Exercise good interpersonal skills to be able to deal with difficult customers at all levels
- Ability to treat people with respect under all circumstances and thus instil trust in others by upholding
- the values of the organization
- Ability to adapt to change in the work environment, delays or other unexpected demands.
- Ability to adapt to new processes and procedures due to improvement in client retention.
- Drive down company attrition by preventing cancellations.
- Quality management - to look for means of improving as well as promoting quality within the company
- as well as fellow employees
- Be able to identify product types and provide documentation & Information to a customer related to a
- particular request.
- Initial
- here
- Receive and Retain Customer Cancellation Requests
- Handle incoming customer complaints or inquiries from customers who wish to cancel their service
- Investigate and resolve customer’s complaints or queries
- Provide timeous feedback to customers
- Keep accurate records of discussions or correspondence with customers
- Communicate and coordinate with regions
- Record cancellations, complaints and save offers on listener and other requirement platforms
- Behavioral Competencies:

- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Listening
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Composure
- Functional skills
- Admin skills
- Peer relationships
- Patience
- Problem solving
- **

**_Fidelity Services 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._

  • Outbound Customer Service Retention Agent Level 2

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    (Customer Contact Centre) Fidelity ADT - Outbound Customer Service Retention Agent Level 2Reporting to: Customer Service Retention SupervisorMinimum Qualifications and Experience: Matric A minimum of 2 years customer service experience. At least 1 to 2 years' experience within a contact center, of which client retention experience would be Continuous...

  • Outbound Level 2 Sales Agent

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    Outbound Customer Service Retention Agent Level 2Reporting to: Customer Service Retention SupervisorOverall Purpose of the Job:Minimum Qualifications and Experience: Matric A minimum of 2 years customer service experience. At least 1 to 2 years' experience within a contact center, of which client retention experience would be beneficial. Continuous...

  • Ccc Outbound Sales Admin Agent Level 2

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    CCC Outbound Sales Admin Agent Level 2Reporting to: CCC Outbound Sales SupervisorMinimum Qualifications and Experience: Matric At least 1 to 2 years' experience within a contact center, of which admin experience would be Continuous Improvement experience Proven experience as an office administrator, office assistant or relevant role Outstanding communication...

  • Level 1 Customer Service/retention Agent

    3 weeks ago

    Midrand, South Africa Fidelity Services Group Full time

    **MAIN PURPOSE OF JOB**: To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is achieved at all times. **QUALIFICATION & EXPERIENCE**: - Matric or relevant qualification - Customer Service experience in a Call Centre environment would be advantageous - Computer literacy...

  • Level 1 Customer Service/retention Agent

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    MAIN PURPOSE OF JOB:To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI's is achieved at all times.QUALIFICATION & EXPERIENCE: Matric or relevant qualification Customer Service experience in a Call Centre environment would be advantageous Computer literacy essential (MS Word,...

  • Customer Relations Sales Agent Level 2

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    Title: New Business Specialist - CCC Level 2 FindU AgentReporting to: Sales SupervisorLocation: CCC Ulwazi MidrandOverall Purpose of the role:To drive new sales, maintain a healthy customer base as well as ensure all existing clients receive service within regards to _Secure Home, Secure Connect, RiskWatch_ and FindU business. As well as other new business...

  • Level 2: Call Centre Sales Supervisor =sales

    4 weeks ago

    Midrand, South Africa Fidelity Services Group Full time

    **Job Description: Level 2: Call Centre Sales Supervisor =Sales Outbound and Reconnection** **JOB TITLE**: Level 2 Call Centre Sales Supervisor (Customer Relations Coordinator Contact Centre) Reconnections **MAIN PURPOSE OF JOB**: - Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers...

  • Technical Dispatch Agent Level 2

    3 weeks ago

    Midrand, South Africa Fidelity Services Group Full time

    **JOB DESCRIPTION - TECHNICAL DISPATCH AGENT LEVEL 2** DEPARTMENT: CCC Customer Contact Centre REPORTS TO: Technical Supervisor BASED IN: Midrand JHB QUALIFICATION & EXPERIENCE: - Grade 12 - Customer Service oriented and experience - Coordinating Schedules & Appointments - Call Centre experience beneficial - Continuous Improvement experience...

  • Snr Customer Services Agent/supervisor

    4 days ago

    Midrand, South Africa Placements 4 all Full time

    **Snr Customer services Agent** **Midrand R29K Neg** **Education & Experience** - Matric (Grade 12) - At least 5 years Customer Service experience (which includes experience in Credits and Claims and Call Quality Measurements). - At least 2 years supervisory experience. - Experience in the courier industry and or Warehouse environment. - Experience in...

  • Call Centre Agent

    3 weeks ago

    Midrand, South Africa Skills Excel Training institute Full time

    Contact Center Agents, Customer Service inbound & outbound Working in an exciting and growing company where you will be integral in helping to resolve customer queries. You will be part of contact center's large team and the front line for our customers, making it essential you have a positive and friendly approach. **Responsibilities**: Ensure all...

  • On-line Customer Services Agent

    2 weeks ago

    Midrand, South Africa Placements 4 all Full time

    On-Line Customer services Agent, R15K Neg, Midrand 5 yrs. call centre exp in a warehouse environment, Queries, Credits and claims, one-stop-shop, reports Pay: R15 000,00 - R18 000,00 per month **Experience**: - Customer service: 2 years (preferred)

  • Level 2: Call Centre Sales Supervisor =sales

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    Job Description: Level 2: Call Centre Sales Supervisor =Sales Outbound and ReconnectionJOB TITLE:Level 2 Call Centre Sales Supervisor (Customer Relations Coordinator Contact Centre) ReconnectionsMAIN PURPOSE OF JOB: Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and...

  • Retention Specialist

    2 weeks ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Minimum Qualification Required- Grade 12/Standard 10/NQF 4 - Relevant FAIS and RE qualification - Minimum Experience- At least 2 years of experience in call center STI personal lines - Personal lines retention experience will be advantageous - Deliverables include, but will not be limited to- Motivation from your team manager. - Grade 12/...

  • Customer Service Agent

    2 weeks ago

    Midrand, Gauteng, South Africa Fidelity Services Group Full time

    Vacancy: Customer Service Agent - 6 Month ContractRegion: MidrandReporting to: Contact Centre Manager InlandJob Description MAIN PURPOSE OF JOB:To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI's is achieved at all timesQUALIFICATION & EXPERIENCE: Matric or relevant...

  • Retention Specialist

    5 days ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Minimum Qualification Required- Grade 12 qualification/ NQF4/Standard 10 - Relevant FIAS and RE Qualifications - Minimum Experience- At least 2 years of experience in call center STI personal lines - Personal lines retention experience will be advantageous - Deliverables include, but will not be limited to- Motivation from your team...

  • Online Customer Services Agent

    1 week ago

    Midrand, South Africa Placements 4 all Full time

    On-line Customer Services Agent, Midrand, 1 year contract, R16k Neg, 3 to 5 years’ experience in on-line customer services, sales orders, queries, follow up and credits. **Salary**: R15 000,00 - R20 000,00 per month

  • Customer Service Agent

    4 weeks ago

    Midrand, South Africa Fidelity Services Group Full time

    ***Duties & Responsibilities**: - Selling multiple SecureFire products and service to potential sales leads received from various platforms - Making large amounts of outbound calls in a timely manner - Handling and overcoming client objections, focussing on Opening, Closing, Telephone Etiquette, e.g. buying signals - Identifying customers’ needs through...

  • Retention and Service Consultant

    4 weeks ago

    Midrand, South Africa CareerfinderZA Full time

    Key Performance Area: - Credit control - Maintaining and building client relationships - Thorough knowledge of products - Retention of current client portfolio - Multiclaimant action Minimum Requirements: - Matric/Senior Certificate - FAIS Compliant essential (minimum of 30 credits prior to 2009 or full FAIS qualification) - Computer literate [MS Word, MS...

  • Outbound Sales Agent

    7 days ago

    Midrand, South Africa MiWay Full time

    Who are we? - Minimum 1 year Insurance background - Outbound experience Minimum Qualifications Required - Grade 12/Standard 10/NQF 4 - Regulatory Exam - STI FAIS credits Essential Requirements - Self-managed - Well spoken - Active listening skills - Self-motivated - Adaptability - Quality orientated and organised - Must be highly proficient in dealing with...

  • Managing Executive: Retentions Lead

    3 weeks ago

    Midrand, South Africa Vodafone Full time

    **Role purpose**: End-to-End Retentions Management within Vodacom has become increasingly important with key focus and alignment required throughout the complex Postpaid commercial management landscape which covers Channel and incentive Management / Saves Desk Management / Credit vetting and controls as well as subscriber collection. Additionally, changes...