Retention Specialist

Job Title: Retention Specialist

Report Line: Manager: New Business

Department: Retentions

Location: Allen’s Nek, Roodepoort

**Job Type**: Permanent

Reference: LW123/2023

We are looking for a customer centric, highly motivated individual that is well organised, empathetic and displays good problem solving and negotiation skills to design and implement customer retention strategies to increase loyalty and retain business by analyzing member cancelation reasons, negotiate with members, how we may improve our products or services and implement retention strategies.

If you thrive in a fast-paced, competitive and are an analytical thinker - then we want YOU

**Personality fit for the role**:
Are you highly motivated, positive minded, competitive, a convincing influencer and customer centric, this role is for you
- Attending to all Member cancelations requests and/or concerns raised by Members across the Group, on a first contact resolution basis as well as the administration that emanates from it.
- Retaining members by re-selling and/or offering downgrade of services and product benefits and attending to their reasonable concerns.

The above will be done by:

- Thinking on their feet and be present during every telephone call to come up with alternative solutions except for cancelling their Membership.
- Treating the Member on the other side of the call as a VIP and make them feel important and valued.
- Assisting with _ad hoc_ tasks as when required (e.g., system testing, projects, etc.)

**Desired work-related Experience and Qualifications**:

- Completed Matric/Grade 12 or equivalent
- Minimum of 3 years Sales and retention experience
- Superior knowledge of the Pinnacle system functionality and all MASS SOP’S and processes
- Superior Product knowledge and knowledge of associated terms and conditions of the policies
- The ability to maintain a positive attitude throughout their dealings with potentially ‘difficult’ Members
- The ability to relay information in a clear and understandable manner.
- A genuine desire to help others
- Excellent convincing skills
- Excellent sales skills
- Excellent emotional intelligence
- Excellent soft skills
- The ability to be able to think on their feet while ‘in the moment’
- Proven experience across various communication channels, tools and platforms.

**Skills and Competencies Required**:

- Must be computer literate.
- Must be fluent in English.
- Must be fluent in at least one other official African language (e.g., Zulu, Xhosa, Afrikaans, Tswana, Sotho, Tsonga, Venda).
- Must have excellent verbal communication and interpersonal skills.
- 1+ years’ experience in a similar role.
- Excellent customer service skills.
- Strong conflict resolution skills.
- In-depth knowledge of sales.
- Ability to remain calm and professional in stressful situations.
- Advanced communication and interpersonal skills.
- Empathy and patience.
- Advanced organizational skills

**Other Requirements**:

- Must be willing to relocate at own cost.
- Must have a valid drivers’ license and own reliable transport.
- ITC/criminal check will be a requirement.
- Applicable psychometric assessment/s will be a requirement.

LEZA is committed to protecting your privacy. Your information will be used properly, lawfully, securely and transparently for the purpose of recruitment processes. LEZA has implemented appropriate technical and organisational information security measures to help keep your information secure, accurate and current.

Preference will be given to Internal Applicants with the relevant qualifications and experience. Please note that LEZA applies all recruitment and selection processes to the requirements of the EE plan and is committed to transformation.

**Job Type**: Permanent

Application Question(s):

- Where do you reside?
- Do you have Sales and Retention experience?