Retention Consultant

1 day ago

Randburg, South Africa Tracker South Africa Full time

**Position Summary**:
**Industry**:IT & Internet**Job category**:Customer Service**Location**:Randburg**Contract**:Permanent**Remuneration**:Market Related**EE position**:No**Introduction**:
Tracker requires the services of Retention Consultants in the Customer Services department based at Tracker Head Office in Johannesburg.

**Job description**:

- Converting cancellations into retains by means of objection handling and utilizing different retention tools to keep the customer on board.
- 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.
- Effective utilization of the Call rating system.
- Demonstrate excellent knowledge of product and service offerings, system knowledge, customer history, retention criteria and loss ratios to provide an improved customer experience and retain the customer.
- Negotiate and make relevant product and service adjustments in line with product pricing and Tracker’s retention strategy.
- Manage time and workloads to ensure that deadlines and targets are met.
- Meet targets as per Key Performance Agreement.
- Deal with customer queries and complaints in a competent, efficient, and professional manner.
- Identify concerns or trends, investigate, and propose possible solutions for problems.
- Accurate record keeping of statistics as per stipulated guidelines.
- Ability to interpret the financial system and assist customers with basic financial and legal queries during/after the cancellation incoming call.

**Minimum requirements**:

- Minimum requirement is matric
- RE5 qualification requirement
- FAIS Credits advantageous
- 3-4 years working experience in a Contact Centre.
- Previous contact centre experience in a sales or retention environment is essential.
- Certificate in Customer Services will be an advantage
- Minimum 1-year experience in handling technical queries, Retaining of customers and financial background.
- Excellent product and systems knowledge.
- A passion for retaining customers through excellent customer service delivery, a professional attitude always.
- The incumbent should have excellent interpersonal skills.
- The ability to cope with a constant changing and pressurized 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
- Benefits: Medical Aid, Provident Fund

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