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Retentions Consultants X 4

2 weeks ago

Johannesburg, South Africa Energy at Work Projects Full time

**Introduction**

Reputable vehicle security company urgently requires the services of 4 Retentions Consultants in their Customer Services department based at their head office in Johannesburg.

**Job description**
- The incumbent is expected to be a one-stop call resolution employee by answering incoming calls assisting the client with their cancellation enquiry with the intend of converting the request into a retain by using various objection handling tools according to the relevant SOP.
- Contribute towards maintaining a departmental Abandonment Rate and Service Level according to the company standards.
- Accurate capturing of data and updating of customer information while assisting the customer with their cancellation request.
- Ensure that Customer Service standards are maintained in a highly pressurized environment.
- Meet targets as per Key Performance Agreement.
- Escalate and follow up on customer’s outstanding queries during/after the cancellation incoming call.
- Accurate record keeping of statistics as per stipulated guidelines.
- Effective utilization of the after-call service rating system.
- Ability to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.
- Assistance with retaining and cancellation of accounts.
- Adherence to schedules as determined on the Telephony system.
- Ensuring that electronic communication received within the Customer Service Division is handled efficiently in line with SLA’s and standards.
- Assistance with retention campaigns when the need arises.
- Assist with any other tasks or duties assigned by the Supervisor as the need arise to ensure exceptional and efficient service within the Customer Service division.

**Minimum requirements**
- Matric
- RE 5
- FAIS credits advantageous
- 3-4 years working experience in a Contact Centre