Business Retention Specialist
4 days ago
We are seeking a skilled Business Retention Specialist to join our team at Tracker South Africa. As a key member of our retention department, you will play a vital role in ensuring customer satisfaction and driving revenue growth through effective objection handling and the offer of tailored retention solutions.
About the Role- You will be responsible for converting cancellations to new contracts, De/Re or Change of ownership with assistance from sales departments/business sales consultants.
- You will ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.
- You will act on all incoming calls within the SLA.
- You will action e-mail requests received from internal and external customers.
- You will resolve all cancellations and customer service queries and/or concerns according to relevant SOPs.
- You will address general product information enquiries timeously and accurately.
- You will follow up on customers' outstanding queries only applicable during a retention request.
- You will utilize the Call rating system effectively.
- You will demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria, and loss ratios to provide an improved customer experience and retain the customer.
- You will negotiate and make relevant product and service adjustments in line with product pricing and Tracker's retention strategy.
- You will manage time and workloads to ensure deadlines and targets are met.
- A minimum requirement is matric.
- RE5 & FAIS full qualifications are an advantage.
- Previous contact Centre experience in a sales or retention environment is essential.
- Minimum 1-year experience in handling technical queries, retaining customers, and financial background.
- 3-4 years working experience in a Contact Centre.
- Certificate in Customer Services will be an advantage.
- Excellent product and systems knowledge.
- A passion for retaining customers through excellent customer service delivery, with a professional attitude at all times.
- Excellent interpersonal skills.
- The ability to cope with a constantly changing and pressurized environment.
- The ability to work in an environment where multi-skilling is required.
- Work accurately with a high level of attention to detail.
- Advanced MS Office proficiency.
- Must be self-sufficient, assertive, and influential.
- Optimistic and caring.
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