Junior Retentions Support Specialist

4 days ago


Cape Town, South Africa SweepSouth Full time

SweepSouth is the largest online marketplace on the African continent for ordering and paying for home cleaning services and other home services (other services launching soon). We connect people with experienced, reliable, efficient, and insured home service providers in minutes. We currently operate in major areas of South Africa, including Cape Town, Johannesburg, Durban, Centurion, and Pretoria; we have a presence in Kenya, Nigeria, and Egypt, and we are rapidly expanding into new areas and continents.

**The Role**

SweepSouth is a service-oriented business. Our company prides itself on its ability to deliver an excellent experience for our clients. We’re looking for a superstar support specialist who wants to champion the day-to-day retention of clients.

Do you love to assist clients and make sure that they are offered only the very best service? Do you have the “founders mentality” and are you able to consistently and confidently act with customers and the business’ best interests at heart?

**The role involves**
- Building relationships and retaining clients
- Proactively seeking out information & continuously evaluating and identifying opportunities to drive process improvements that positively impact the experience for our clients.
- Negative Ratings: Responding to negative client ratings (1 - 3-star ratings) with the intention of winning clients back (retaining)
- First Time User Calls: Contacting first time users who did not rate their experience with the intention of encouraging repeat bookings (retaining)
- Cancellations: Contacting clients who have cancelled their bookings due to poor experiences with the intention of winning clients back (retaining)

We want to learn as much as we can about why clients cancel with us as well as ensure we can retain them with clever and smart ideas.

**Requirements**:

- Proactive, reliable and dedicated;
- Impeccable English fluency;
- A healthy obsession with treating people well and offering end-to-end support
- Excellent communication skills
- Excellent phone etiquette and a pleasant manner
- Excellent listening skills
- Excellent writing skills
- A high-level of IT literacy and aptitude for learning
- Sales skills
- Retention skills
- Great organisational skills
- A high-level of independence and initiative
- Abundant enthusiasm
- Be familiar with Gmail, Microsoft Office, Google Drive
- Have used at least one form of CRM software (Zendesk, Freshdesk, etc.) extensively
- Reliable internet connection at home

**Advantageous**:

- Solid track record for building relationships and offering a high level of support
- Sales experience
- Retention experience
- Experience working at a start-up

**Qualifications and Experience**

**Perks**
- Contribution towards Medical aid plan
- Pension plan
- Free monthly home cleaning
- Access to free emotional and psychosocial support
- Work with talented and motivated co-workers on interesting problems in a fun office environment


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