Retention Specialist
1 month ago
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 PurposeThe Retention Agent is responsible for building and maintaining positive relationships with our customers. This role involves proactive relationship building, addressing customer concerns, and educating customers on our 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 and work to positively resolve issues.
- Develop strategies to retain customers and improve customer satisfaction.
- Document all customer interactions in our databases.
- Analyse and report on customer feedback methods relative to our products and services.
- Achieve and maintain daily retentions targets and identify areas for improvement.
- Check and filter queues for potential cancellations and retention queries.
- Matric or equivalent qualification.
- At least 18 months of customer support experience.
- Experience in a hosting or tech environment is an added advantage.
- Computer literacy (MS Office).
- 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 a strong work ethic.
- Team player with the ability to work collaboratively.
- Organised and able to plan and prioritise tasks.
We invest in our employees and encourage them to upskill themselves. We 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 people with a disability. Only shortlisted candidates will be contacted.
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