Retention Customer Service Representative

6 months ago

Century City, South Africa MWeb Full time

**Main Purpose of the Job**:
The Customer Retentions Department currently has a vacancy for a Retention Customer Service Representative who will be responsible for providing accurate friendly and professional inbound and outbound support and guidance to all Mweb customers with a key focus on business retentions at the highest level across various channels including Telephonic, Written and Work Allocation streams while achieving administrative task deadlines and high levels of accuracy.

**Job Output**:

- Retention of Mweb clients on existing and other suitable products within the Mweb product portfolio as opportunities present
- Achieve agreed retention, productivity and qualitative targets consistently
- Liaise with 3rd parties and internal suppliers/departments to satisfy customer needs including fault and/or complaint resolution and the processing of cancellations or retention events
- Deliver excellent customer service both face to face and telephonically
- Achieve agreed team targets on all written channels including ticket centers
- Deploy relevant Retention Strategies per customer and scenario to ensure retention
- Maintain superior product and business knowledge to ensure customers are provided with accurate information for decision making
- Accurately and completely documents customer interactions to ensure next steps are clear, concise and enables completion of additional tasks
- Communicates effectively with clients, colleagues, management, and other departments

**Skills and Competencies**:

- Computer literate (Intermediate)
- Typing skills 45 wpm (Zero Errors)
- Outstanding customer service orientation
- Excellent written and telephonic verbal communication
- Strong bias for action and delivery of results
- Strong administrative skills
- Assertive but also diplomatic
- Attention to detail
- Able to handle high levels of stress
- Strong interpersonal skills
- Able to work independently but also as part of a team
- Highly motivated and takes ethical actions
- Adaptable

**Qualifications & Experience**:

- Matric is required
- Must be proficient in Microsoft office
- Must have minimum of 3-5 years’ experience in a call center or customer services environment with a focus on sales and/or retention
- Proven experience in customer retention is advantageous
- Must be tech savvy, basic technical support knowledge is advantageous
- Experience in customer facing environment would be beneficial
- Knowledge of ISP industry and MWEB products is essential

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