Supervisor: Retention Specialist

We are looking for a customer centric and highly motivated individual that is well organised, empathetic and displays good problem solving and negotiation skills. We need this individual to design and implement customer retention strategies to increase loyalty and retain business. This will be done by analyzing member cancelation reasons, negotiating with members, and ascertain how we may improve our products or services and then to ultimately implement such retention strategies. This individual’s team will need his/her direction, instruction, support and guidance in order to achieve their strategic objectives.

Are you a motivational influencer, energetic, positive minded, competitive, customer centric and able to ‘think outside the box’, this role is for you

If you thrive in a fast-paced and competitive environment and are an analytical thinker - then we want YOU
- Ensures that all Member cancellation requests and/or concerns raised by Members across the Group, be dealt with on a ‘first contact resolution’ basis
- Ensures excellence in the form of quality at source when attending to the administration that emanated from the above
- Drives the retention of members wanting to cancel and/or ‘opt out’ of their membership across the Group by re-selling and/or offering downgrade of services and product benefits, and by also attending to their reasonable concerns

**Building up and maintaining a retentions team that excels in**:

- Thinking on their feet and being present during every telephone call in order to come up with alternative solutions except for allowing members to cancel their membership
- Treating the Member on the other side of the call as a VIP and make them feel important and valued
- Identifies and communicates recommendations for improvement in respect of day-to-day retentions operations and procedures to the Manager
- Facilitates problem-solving in respect of day-to-day operations within the department where necessary to ensure the smooth functioning of the department
- Monitoring of random calls and doing random spot-checks on subsequent administration thereof, throughout the day to ensure compliance by the Retentions Specialists
- Conducting meetings with the team to discuss targets, how the team is tracking as well as quality control matters
- Ensures adherence to the departmental service level agreement
- Monitoring of all activities by the team to ensure that agreed targets are achieved continuously
- Drafting and provision of daily activity reports to all team members
- Timeously collate and analyse all activity data from the team and accurately reports on all departmental activities to the manager within the agreed time frames
- Assisting with ad hoc tasks as when required (e.g., system testing, projects, etc.)

**Desired work-related Experience and Qualifications**:

- Completed Matric/Grade 12 or equivalent
- Minimum of 1 - 3 years sales and retention experience
- Minimum of 1 - 3 years call centre supervisory experience advantageous
- Completed National Diploma / BCom degree relevant to the role would be advantageous
- Previous working experience in a team leader/supervisor role would be advantageous

**Skills and Competencies Required**:

- Computer literate
- Fluent in English (other official languages will be advantageous)
- Excellent verbal communications skills and the ability to relay information in a clear and understandable manner
- Excellent interpersonal skills, emotional intelligence and soft skills
- Excellent Customer Relations skills with a genuine desire to help others
- Ability to empathize with others
- Ability to maintain a positive attitude throughout all their dealings
- Strong conflict resolutions skill as well as the ability to remain patient, calm and professional in stressful situations
- Excellent sales, convincing and retention skills
- Ability to keep a team motivated and encourage them to go from strength-to-strength
- Superior knowledge of the Pinnacle system functionality and Member Administration Services and Support processes will be advantageous
- Superior product knowledge of the respective Brands as well as the associated terms and conditions of the policies will be advantageous
- Advanced organizational skills as well as the capability to enforce quality at source principles and methodology

**Other Requirements**:

- Must be willing to relocate at own cost
- Must have a valid drivers’ license and own reliable transport
- ITC/criminal check will be a requirement
- Applicable psychometric assessment/s will be a requirement

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Preference will be given to Internal Applicants with the relevant qualifications and experience.