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Customer Retention Agent

4 months ago

Durban, South Africa LexisNexis Full time

Customer Retention Agent

Job Summary

We are looking for a dynamic retention specialist to help us retain our core customer base. Responsible for handling all Subscriptions Retention duties in order to maximise customer loyalty and generate revenue via new sales, reinstates and renewal targets. To build strong relationships with customers and to ensure that customer derive optimum value from LexisNexis products and service.

Key Responsibilities

Service Delivery
- To act as an ambassador of the company and demonstrate company values.
- Achieve call rate and cancellation investigation targets.
- Achieve Monthly subscription re-instatement targets.
- Achieve annual incidental new sales targets.
- Achieve annual pending and credit leads conversion targets.
- Ensure reinstatement orders are logged on CRM/Peoplesoft on a weekly basis.
- Contact all cancelled subscribers as per CRM/Peoplesoft database leads.
- Update the CRM database with the correct cancellation codes.
- Ensure that CRM/Peoplesoft is updated for incorrect records daily.
- Complete follow-up reports for retention proactive measures on all products not reinstated by consultant.
- Contact renewals customers 3 months prior to their anniversary dates confirming their renewals.
- Telephone and written correspondence Etiquette: Deal with customers in a professional manner.
- Take ownership of customers’ requests and liaise with other departments if necessary, to achieve a resolution to the customers’ request within a specified time period.
- Proactively contact customers to ensure the enquiry has completely fulfilled their needs.
- To identify and suggest improvements to new and existing procedures / systems
- Service Recovery: To promote benefits of subscriptions to customers and to persuade customers to retain and/or increase subscriptions products.
- To accurately record each customer interaction via the CRM system.
- Attend product, technical, CRM/PeopleSoft, procedure training and any other training as arranged from time to time.
- Stay up to date with relevant product, technical and CRM/PeopleSoft knowledge
- Perform tasks in an efficient manner and within benchmark timeframes, as determined by the team from time to time.

Customer Relationship Building
- To ensure customer details are regularly updated.
- To continuously check that customers billing account setup and subscriptions are correct.
- To provide support to both internal and external customers.
- To liaise closely with Marketing, Editorial and other Department to ensure customer and business requirements are met.
- To continuously encourage feedback from customers regarding LexisNexis products and service so as to identify opportunities for growth in revenue and market share

Preferred Qualifications/Requirements
- Matric
- 3+ years’ experience in a similar role.
- Excellent customer service skills.
- Strong conflict resolution skills.
- In-depth knowledge of sales and marketing software.
- Ability to remain calm and professional in stressful situations.
- Advanced communication and interpersonal skills.
- Empathy and patience.