Customer Retention Specialist Randburg

3 days ago


Randburg, Gauteng, South Africa iSON Xperiences Full time

About the Role

At iSON Xperiences, we are seeking a skilled Customer Retention Specialist to join our team in Randburg. As a key member of our customer service department, you will play a critical role in retaining existing clients and ensuring they continue to do business with us.

Job Description

The primary objective of this position is to manage challenging inbound and outbound calls related to cancellations, while resolving customer concerns and achieving quality standards.

Key Responsibilities

  • Call Handling: Answering inbound calls timeously and responding to customer queries accurately.
  • Quality Standards: Ensuring that quality standards are met, and adhering to service level agreements.
  • Product Knowledge: Familiarizing oneself with products and procedures.
  • Retain Customers: Retaining existing customers who want to cancel their current contracts.
  • Sales Targets: Achieving churn and up/cross selling targets.
  • Communication: Communicating with customers telephonically and via email.
  • Administration: Attending to general administration.
  • Customer Analysis: Conducting customer needs analysis.
  • Quality Targets: Achieving quality targets.
  • Objection Handling: Overcoming customer objections.

Requirements and Qualifications

  • Target Driven: Target driven individual with a focus on achieving sales targets.
  • Team Player: Ability to work effectively within a team environment.
  • Goal Oriented: Goal orientated with a strong desire to achieve results.
  • Self-Motivated: Self-motivated with excellent communication skills.
  • Pressure Management: Ability to perform under pressure and adapt to change.
  • Persuasiveness: Persuasive with a strong ability to overcome objections.
  • Resilience: Resilient with excellent time management skills.
  • Attention to Detail: Attention to detail with a strong ability to learn quickly.

Estimate Salary: R250,000 - R300,000 per annum

Location: Based in Randburg, working Monday to Friday 7:30am to 6pm, with every second Saturday included in the rotation.



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