Customer Retention Specialist

2 weeks ago


Cape Town, Western Cape, South Africa 1-grid Full time
About 1-grid

We are a leading web hosting company dedicated to delivering top-quality hosting solutions to SMEs in South Africa. Our mission is to grow businesses online with simple and reliable products.

Job Purpose

The Retention Agent is responsible for building and maintaining positive relationships with our customers. This role involves proactive relationship building, addressing customer concerns, understanding reasons for potential service provider changes, and educating customers on available products and services.

Key Responsibilities
  • Update cancellation and domain transfer out reasons for daily reports.
  • Build and maintain positive working relationships with customers to increase repeat business.
  • Improve service delivery by communicating and understanding customer needs.
  • Handle customer cancellation requests via telephone, email, or chat and work to resolve issues positively.
  • Develop strategies and recommendations to retain customers.
  • Document all customer interactions in relevant databases.
  • Analyse and report on customer feedback methods relative to products and services.
  • Achieve and maintain daily retentions targets and identify areas for improvement.
  • Check and filter queues for potential cancellations and retention queries.
Requirements
  • Matric or equivalent qualification.
  • Minimum 18 months of customer support experience.
  • Experience in a hosting or tech environment, including billing and accounts, is an added advantage.
  • Computer literacy, including MS Office.
Competencies
  • Tenacious and target-driven.
  • Excellent written and verbal communication skills.
  • Customer-focused and action-oriented.
  • Great interpersonal skills with the ability to build rapport with clients.
  • Attention to detail and telephone etiquette.
  • Self-motivated and disciplined, with the ability to work as part of a team.
What We Offer

We invest in our employees' growth and development. We encourage employees to upskill themselves and contribute towards relevant training and courses. This appointment will be made in accordance with our Employment Equity Plan, and preference will be given to people from designated groups and those with disabilities, provided they meet the inherent criteria of the vacancy.



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