Retentions Team Leader
1 week ago
We are looking for a dynamic retention specialist to help us manage all customer retention activities to retain our core customer base. We need someone who will take initiative in customer satisfaction via process improvement plans and efficient reporting and flow of information. In this role, you are expected to improve our products and services, and how to retain the base.
The role specifications are as follows:
- Preparing daily Retention metrics
- Running daily team huddles
- Raising team issues in TL huddle
- Managing Retention team
- Ensuring Retention exceptions within SLA
- Escalating failed Processes or Automation to management & Dev
- Ensuring agents within SOP, Policies, and targets
- Conducting coaching, Performance assessments, and disciplinaries
- Handling escalation and NPS detractors
**Job Types**: Full-time, Permanent
**Salary**: R12,000.00 per month
Ability to commute/relocate:
- Claremont, Western Cape: Reliably commute or planning to relocate before starting work (required)
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