Retention Consultant X 3 Positions

2 weeks ago

Randburg, South Africa Tracker South Africa Full time

**Listing reference**: track_001236

**Listing status**: Online

**Position summary**:
**Industry**:IT & Internet**Job category**:External Sales**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:Yes**Introduction**:
**Job description**:

- Converting cancellations to new contracts, De/Re or Change of ownership with assistance from the sales departments/business sales consultant.
- Ensure that electronic requests received within the Customer Service Department are handled efficiently and in line with service level agreements and standards.
- Acting on all incoming calls within the SLA.
- Resolving all cancellations and customer service queries and/or concerns according to the relevant SOP.
- Address general product information enquiries timeously and accurately.
- Follow up on customers outstanding queries only applicable during a retention request.
- Effective utilization of the Call rating system.
- Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios in order to provide an improved customer experience and retain the customer.
- Negotiate and make relevant product and service adjustments in line with product pricing and Trackers retention strategy.
- Manage time and workloads to ensure that deadlines and targets are met.

**Minimum requirements**:

- Minimum requirement is matric.
- RE5 & FAIS full qualifications advantage
- Previous contact Centre experience in a sales or retention environment is essential.
- Minimum 1-year experience in handling technical queries, Retaining of 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, a professional attitude at all times.
- The incumbent should have excellent interpersonal skills.
- The ability to cope with a constant changing and pressurised environment.
- The ability to work in an environment where multi-skilling is required.
- Work accurately with high level of attention to detail.
- Advanced MS Office proficiency.
- Must be self-sufficient, assertive and influential.
- Optimistic and caring

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