Broker Retentions Agent

2 weeks ago

Randburg, South Africa M&M Staffing Solutions Full time

**PURPOSE**

Retain existing business for the Company’s clients by contacting their clients to offer them alternatives products & payment arrangements that may suit their needs better.

**KEY RESPONSIBILITIES**
- Making professional retention calls to existing clients.
- Establishing what issues, the client is experiencing and whether and what alternative arrangements can be made for the client.
- Ensuring that calls made adhere to quality standards such as following the script 100% and making no risk or fraudulent arrangements.
- Delivering quality service to the client.
- Treating the customer fairly.
- Capturing and recording the details of the arrangements 100% correctly in the CRM system.
- Adhering to the company’s policies and processes.
- Understanding the Company’s culture and behaving in a manner that reflects the culture.

**COMPETENCY PROFILE**
- Able to work cooperatively with others on a team.
- Supports change to improve Company’s effectiveness.
- Takes responsibility for own performance.
- Expresses oneself clearly in interactions with others.
- Can plan and deliver oral communications that make an impact on and persuade customers to buy.
- Listens and understands the customer’s emotions and needs.
- Delivers top class customer service.
- Focusses on exceeding the minimum call centre metrics.
- Attention to detail ensures that one’s own work is complete and accurate.
- Can function effectively when under stress.

**EXPERIENCE**
- Good data entry skills.
- Prior customer service and/or administrative experience.

**QUALIFICATIONS**
- Minimum Grade 12 Certificate

**Job Types**: Full-time, Permanent

**Salary**: R6,000.00 - R8,000.00 per month

Ability to commute/relocate:

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

Application Question(s):

- Are you proficient in CRM Systems

**Education**:

- High School (matric) (required)

**Experience**:

- Customer Service (required)
- Call Centre (required)

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