Retention Administrator

**Listing reference**: track_001095

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:Administration**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
The primary objective for appointing an administrator in the Retention Contact Centre is to handle business queries and escalations from Sales Consultants and internal and external stakeholders. The administrator will also handle all consumer and business cancellations to prevent future billings. The successful incumbent will be responsible for accurately recording client information, vehicle details and status of the lead for commission purposes to the agents, payroll, and finance. This individual will also be expected to assist on other administrative tasks to ensure that turnaround times are achieved and maintained. Tracker requires the services of Retention consultant in the Retention department based at Tracker Head Office in Johannesburg.

**Job description**:
**RESPONSIBILITIES**:

- Completing all Consumer and Business Admin cancellations as and when received
- Compiling month end reports on all retention activities
- Compiling agent productivity stats for cancellations versus retains
- Compiling agent productivity stats for cancellations versus retains
- Keep record of all retentions that were qualified for incentive payment.
- Ensure that queries are resolved according to the relevant SOP.
- Manage all the escalations within the SLA requirements.
- Provide proactive and innovative solutions to drive customer experience.
- Conducting daily checks on the duplicate work items received across the different boxes.
- Complete Month-end retention analysis on cancellation reasons and activities to improve the quality of cancellations received.
- Achieve reporting deadlines.

**Minimum requirements**:
**SKILLS / KNOWLEDGE**:

- Minimum requirement is matric
- Previous contact centre experience in a sales or retention environment is essential.
- Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
- Excellent product and systems knowledge.
- At least 3-year Call Centre/Customer Service experience
- At least 1 year Tracker specific experience
- Excellent knowledge of Tracker systems and processes
- Computer literacy in Microsoft Excel (Essential).
- Enthusiastic and passionate about the job
- Result driven.
- Deadline driven.
- Customer Focus
- Analytical
- Ability to work under pressure.
- Ability to work independently.
- Logical & methodical attention to detail
- Excellent Communication Skills (verbal & written)