Customer Service Retention Specialist

6 days ago

Midrand, Gauteng, South Africa Architectural Services Full time
About the Job

We are seeking a skilled Customer Service Retention Specialist to join our team at Fidelity ADT.

This is an exciting opportunity for individuals who enjoy providing exceptional customer service and are passionate about building long-lasting relationships with clients.

Job Description

The primary responsibility of this role is to support and retain clients by preventing cancellations through correct processes and SOPs. This involves handling queries and cancellations for both dealer, IIP, and in-house customers.

You will also be responsible for ensuring all call backs and follow-ups are concluded first thing each morning on all pending cases.

In addition, you will handle all cancellation requests and client queries relating to possible cancellations, and escalate complaints to other departments for resolution within 24 hours.

Main Duties and Responsibilities:

  • Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
  • Ability to comprehend, capture and interpret basic customer information.
  • Retain clients by preventing them from canceling, through correct processes and SOP's.
  • Handle all cancellation requests and client queries relating to possible cancellations.
  • Ensure all call backs and follow ups are concluded first thing each morning on all pending cases.
  • Escalate complaints to other departments for resolution within 24 hours, and follow up until resolution is reached.
  • All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) with correct processes followed.
  • Cancel clients if approved by management and give save offers as approved.
  • Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management.
  • Save clients from cancelling their contracts due to service, price and financial difficulty.
  • Manage your daily log report for saves done to build into the GM Weekly report.
  • Branch cancellations must be processed after branch managers have approved.
  • Make sound judgments to deliver superior customer service.
  • Analyze various parts of a problem properly and develop logical solutions.
  • Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax, and openscape Q's.
  • Assist with call overflow from Level 1 Agents as required to maintain service levels.
  • Provide feedback to customers and always contact via telephone as the first point of contact.
  • Exercise good interpersonal skills to deal with difficult customers at all levels.
  • Ability to treat people with respect under all circumstances and instill trust in others by upholding the values of the organization.
  • Ability to adapt to change in the work environment, delays or other unexpected demands.
  • Ability to adapt to new processes and procedures due to improvement in client retention.
  • Drive down company attrition by preventing cancellations.
  • Quality management – look for means of improving as well as promoting quality within the company and fellow employees.
  • Identify product types and provide documentation & Information to a customer related to a particular request.
  • Receive and retain customer cancellation requests.
  • Handle incoming customer complaints or inquiries from customers who wish to cancel their service.
  • Investigate and resolve customer's complaints or queries.
  • Provide timely feedback to customers.
  • Keep accurate records of discussions or correspondence with customers.
  • Communicate and coordinate with regions.
  • Record cancellations, complaints and save offers on listener and other requirement platforms.

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