Customer Retention Specialist

2 months ago


Randburg, Gauteng, South Africa iSON Xperiences Full time
Job Title: Vodacom Saves

About the Role:

We are seeking a highly skilled and motivated Customer Retention Specialist to join our team at iSON Xperiences. As a key member of our customer service team, you will be responsible for managing challenging inbound and outbound calls related to cancellations.

Key Responsibilities:

  • Answering inbound calls in a timely and professional manner.
  • Listening attentively to customer queries and responding accurately.
  • Ensuring quality standards are met and adhering to service level agreements.
  • Familiarizing oneself with products and procedures to provide excellent customer service.
  • Retaining existing customers who wish to cancel their current contracts.
  • Achieving churn and up/cross selling targets.
  • Communicating with customers telephonically and via email.
  • Attending to general administration and conducting customer needs analysis.
  • Achieving quality targets and overcoming customer objections.

Requirements:

  • Target driven with a strong focus on customer retention.
  • Excellent communication and interpersonal skills.
  • Ability to work under pressure and adapt to change.
  • Persuasiveness and resilience in handling customer objections.
  • Sound time management and self-motivation.
  • Attention to detail and ability to learn quickly.
  • Fluent English language skills.

About Us:

iSON Xperiences is a leading provider of customer experience solutions. We are committed to delivering exceptional customer service and building long-term relationships with our clients.



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