Cancellations & Retentions Agent

**Role Overview**

**Key Responsibilities**

**Cancellations Management**
- Guide customers through the cancellation process professionally and empathetically
- Process service terminations in internal systems and issue final confirmations
- Review contractual terms, notice periods, and ensure accurate billing closure

**Retention & Client Engagement**
- Engage with clients to understand cancellation reasons and offer tailored retention solutions
- Identify at-risk accounts and escalate for proactive retention intervention
- Liaise with different departments to resolve service issues influencing cancellations

**Account Changes & Transfers**
- Assist clients with ownership transfers, relocations, and plan amendments
- Verify service availability at new locations and coordinate continuation of service
- Update internal CRM and provisioning tools with account status and history

**Payment & Account Status**
- Handle cancellation requests related to non-payment or billing disputes
- Generate reports on outstanding balances and payment history for internal tracking
- Coordinate with collections or billing teams where required

**Customer Communication**
- Respond to queries related to cancellations, account status, or migration requests
- Maintain clear, timely communication throughout the cancellation or retention process
- Log all interactions and outcomes in the ticketing/CRM system

**Administrative Support & Team Collaboration**
- Support general administrative functions within the cancellations and customer care teams
- Participate in retention strategy sessions, team meetings, and improvement initiatives
- Assist with report generation, trend tracking, and customer feedback analysis

**Minimum Requirements**
- Grade 12 / Matric Certificate
- 1-2 years of experience in an administrative, customer service, or support role
- Proficient in Microsoft Office (Excel, Word, Outlook) and comfortable with CRM/ticketing systems
- Strong communication skills - both written and verbal
- Detail-oriented with a structured and process-driven work style
- Able to handle sensitive conversations with professionalism and empathy

Work Location: In person

Application Deadline: 2025/06/06