Experienced Retentions Call Centre Specialist

2 months ago

Cape Town, Western Cape, South Africa Pathfinders Consulting Pty (LTD) Full time
Job Title: Experienced Retentions Call Centre Agent

About the Role:

We are seeking an experienced Retentions Call Centre Agent to join our team at Pathfinders Consulting Pty (LTD). As a key member of our customer retention team, you will be responsible for engaging with customers who are considering canceling or switching services, understanding their concerns, and providing tailored solutions to retain their business.

Key Responsibilities:

  • Customer Retention: Engage with customers who are considering canceling or switching services, understand their concerns, and provide tailored solutions to retain their business.
  • Problem Resolution: Address customer complaints, billing issues, and technical concerns as the first point of contact, aiming for First Call Resolution.
  • Negotiation: Present offers, discounts, or promotions that align with customer needs while supporting company policies, ensuring win-win retention outcomes.
  • Product Knowledge: Stay informed on the latest company products, services, and promotions to deliver accurate information and solutions.
  • Customer Communication: Maintain professional, empathetic communication, listening actively to customers and understanding their needs.
  • Documentation: Accurately record customer interactions and resolutions in the CRM tool.
  • Win-Back Efforts: Proactively reach out to recently canceled customers, offering tailored deals to regain their business.

Requirements:

  • Proven Retentions Experience: You must have experience working in a retentions team, ideally with UK clientele, ensuring customer loyalty and satisfaction.
  • VoIP/Telecom Background: Experience in VoIP-based services is highly advantageous.
  • Problem-Solving: Strong problem-solving skills with innovative thinking to resolve customer disputes or complaints, including handling Ombudsman cases (preferred).
  • Excellent Communication: Exceptional written and verbal communication skills with a passion for delivering customer service.
  • Drive for Results: A passion for resolving customer concerns, ensuring First Call Resolution, and striving for continuous improvement.

What We Offer:

  • Discretionary Bonus Scheme
  • Subsidized On-Site Parking
  • Medical Insurance (Flexicare plan under Discovery)
  • Free Access to our Employee Wellness Program (ICAS)

Join our team at Pathfinders Consulting Pty (LTD) and be part of a fast-paced, award-winning company where your skills in customer retention can make a real difference.

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